Pearl Advisory Group Inc.

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An Opportunity Assessment is built around the concept of First Call Resolution (FCR) . By building the internal processes around FCR, one can minimize those preventable calls while providing enhanced customer service and reducing / removing those financial pressures. PAG’s Opportunity Assessment focuses on discovering processes that contribute to lack of FCR and their impact on preventable calls .

How May I Help You: Providing Personal Service in an Impersonal World , Stephen C. Broydrick, Irwin Professional Publishing, 1993.

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Practical techniques in providing person-to-person customer service and creating higher customer satisfaction using mix of technology and human touch.

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