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so good morning to everyone that has joined I want to welcome you to todays webinar accelerating first contact resolution with analytics presented by industry experts from the call center school and VPI my name is Lauren Hughes and Ill be your host today to avoid any interruptions all attendees have been placed in a listen-only mode so if you have any questions during the webcast please type them into the question box on your screen will try to get to answer as many of your questions as possible at the end of the webinar with you within the allotted hour will be requesting your feedback on a poll question during the webinar and thank you in advance for your participation on that first contact resolution is quickly becoming a primary measure of contact center effectiveness and excellent predictor of customer satisfaction and loyalty improved first contact resolution rates also lead to reduced operating costs increased opportunities to sell and improved employee productivity however m