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

Pointillist

SEPTEMBER 10, 2020

Behemoths like Amazon and Netflix have transformed consumer expectations and influenced the experiences consumers demand from their banks, cable and wireless companies, and even health insurers. Costs have doubled for this journey, as first call resolution (FCR) has fallen from 65% to 30% and call volume has increased significantly.

Personalization 128

Personalization Interactive Voice Response Enterprise Upselling 128

Callminer

AUGUST 1, 2017

First Call Resolution : In today’s busy world, each customer wants to resolve their problem(s) fast and efficiently without having to consistently follow up. These are some of the main metrics; however, we also must think about the call outcomes and other key factors that can impact the business. Karin Hurt.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

JustCall

MAY 28, 2020

A cloud-based phone system runs on wireless connections. Using it, you can make and receive calls and text from anywhere, at any time, and from any device (laptop, desktop or mobile). Your agents must be witnessing a sudden increase in call volumes, especially because of the COVID. Call forwarding. Call Analytics.

virtual call center 52

virtual call center Call Center Interactive Voice Response CRM 52