Harnessing the Power of Data to Improve First Contact Resolution
The Northridge Group
MARCH 21, 2022
The study found that churn in the telecom industry is most often due to high customer effort and revealed that, of those who canceled contracts with their providers, 51% cited having to call more than once about the same issue as a reason. Often resolving an issue during the first call necessitates a longer than acceptable handle time.
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