The Northridge Group

MARCH 21, 2022

Authored by Daniel Fenton , Director, Enterprise Accounts and Molly Clark , Senior Director, Operational Analytics. It’s every Contact Center manager’s worst nightmare, the customer who repeatedly calls back because their issue has not been resolved to their satisfaction. The value of reducing repeat calls. billion to U.S.

Wireless 110

Wireless Analytics Average Handle Time Contact Center 110

Vcaretec

JUNE 6, 2022

When it comes to customer care across major industries, like Retail & E-Commerce, Wireless & Telecommunications, and Healthcare, there are plenty of smart minds out there. As a leader in outsourced customer service solutions, the customer care specialists at Vcare voted on fifty of the top thought leaders in our space.

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

Tethr

DECEMBER 7, 2020

Recontacts figure prominently in the story of recurring effort we discussed in our last post on the Four Flavors of Customer Loyalty (the moment the customer “breaks” from the sheer exhaustion of doing business with the company). In no uncertain terms: Repeat contacts are toxic to the customer experience.

Coaching 72

Coaching Banking Customer effort Wireless 72

Tethr

MAY 22, 2019

And recontacts figure prominently in the story of reoccurring effort we discussed in our last post on the Four Flavors of Customer Loyalty (the moment the customer “breaks” from the sheer exhaustion of doing business with the company). In no uncertain terms, repeat contacts are absolutely toxic to the customer experience.

Wireless 67

Wireless Coaching Banking Accountability 67

Calabrio

JANUARY 6, 2016

As more agents are working remotely, in different countries, different time zones and in different languages, the contact center’s systems—for workflow, CRM, analytics—will have to be more tightly integrated. It will be more important than ever to have systems in place to handle all that data, organize it and mine it. Look at 2016.

Contact Center 53

Contact Center Analytics Self service Wireless 53

Natalie Petouhof

FEBRUARY 22, 2016

Ubiquitous mobile wireless communications. Powerful data analytics. ICONICS works with Microsoft to deliver cutting-edge tools for infrastructure, mobility and analytics, on a Microsoft Azure cloud platform that reduces capital investment and dramatically expands data storage and processing capabilities.

Government 40

Government Wireless Analytics Transportation 40