Uniphore

JANUARY 21, 2022

Healthcare service providers that have implemented these solutions are seeing significant returns on their investments with major improvements across all key metrics, including Medicare CMS and net promoter scores (NPS). According to a Forrester survey, 17 of the largest healthcare plans have an industry average score of 70.2

Healthcare 59

Healthcare Call flow Average Handle Time First call resolution 59

Spearline

AUGUST 13, 2019

Spearline places out a number of replicate test calls, which are set to answer automatically, so in a typical test call flow, ringing won't be heard. If you wish to find out more about how our PDD calculation works, please download our Spearline PDD calculation fact sheet.

Telecommunications 45

Telecommunications Call flow industry standards APIs 45

Tethr

OCTOBER 2, 2020

While we acknowledge that ROI is one of the main things call centers measure, often using a metric referred to as FCR, or first-call resolution , our research indicates it’s more nuanced than that. But for our purposes in this article, let’s start simple with a single customer interaction.

Customer effort 109

Customer effort Customer Care Coaching Surveys 109