Big data, Call flow, Coaching and Customer Experience

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Big data

Call flow

Coaching

Customer Experience

Success Story: Using Data Analytics to Improve First Contact Resolution in Healthcare Contact Centers

The Northridge Group

MARCH 28, 2022

A Fortune 50 Healthcare client wanted to better understand the drivers of their high incidence of repeat calls. This inability to resolve customer issues in the first contact not only resulted in a poor customer experience but the staffing requirements to meet that increased call volume created higher operational costs.

Healthcare

Healthcare Analytics Contact Center First call resolution

In the midst of technological advancement in contact centers, it pays great dividends to remember people still matter

Robert Davis

OCTOBER 12, 2017

Artificial intelligence (AI), chatbots, omnichannel, cloud, big data and speech analytics (just to name a few) are disrupting 25 years of traditional thought about customer service. The rise of AI and chatbots in the customer experience model is going to change how we interact with customers.

Contact Center

Contact Center Technology Journey mapping Big data

Customer Contact Central

Success Story: Using Data Analytics to Improve First Contact Resolution in Healthcare Contact Centers

In the midst of technological advancement in contact centers, it pays great dividends to remember people still matter

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