The Northridge Group

NOVEMBER 9, 2022

This article was originally published on Contact Center Pipeline and can be viewed here. First Call Resolution increased 40 basis points, which equated to $500,000 in cost savings. Level of dissatisfaction at the end of the call was reduced; customers threatened to cancel service on nearly 25% fewer calls.

Contact Center 104

Contact Center contact center associations Brand ambassadors Coaching 104

aircall

NOVEMBER 3, 2016

In other articles, we’ve seen how using the phone for customer support can be instrumental in reducing churn and enabling customer success. This article looks at why using the phone for customer central is still indispensable, and how to maximize its efficiency. Solve for growth.

Customer Support 81

Customer Support First call resolution Brand ambassadors voip 81

aircall

NOVEMBER 3, 2016

In other articles, we’ve seen how using the phone for customer support can be instrumental in reducing churn and enabling customer success. This article looks at why using the phone for customer central is still indispensable, and how to maximize its efficiency. Solve for growth.

Customer Support 59

Customer Support First call resolution Brand ambassadors voip 59

Tethr

OCTOBER 2, 2020

Are our customer interactions creating happy customers, loyal brand ambassadors? It might surprise you to read this, but “I don’t think service leaders need to be sold on the notion that issue resolution is important, ” shares our SVP of Product Research, Ted McKenna.

Customer effort 109

Customer effort Customer Care Coaching Surveys 109