Tethr

DECEMBER 7, 2020

Clearly, in the eyes of customers, there is a significant opportunity to improve the way that companies handle issue resolution. And it makes a ton of sense for companies to close the performance gap here: repeat contacts are, by far, the most insidious of all sources of customer effort. Step three: Analyze.

Coaching 72

Coaching Banking Customer effort Wireless 72

Pointillist

MARCH 20, 2020

After service is disconnected, a high volume of customers contact the call center about the disconnect. Once payment is received, another truck roll occurs to restore the customer’s service. Next, they define separate paths for customers that went on to use each of their three self-service channels: mobile, IVR and web.

Analytics 70

Analytics Upselling Interactive Voice Response Banking 70

Pointillist

SEPTEMBER 28, 2021

But many contact center leaders struggle to achieve these outcomes while simultaneously improving customer satisfaction. Contact centers are now considered more than just service centers. Advances in digital technology have reshaped customer expectations for exceptional experiences.

Contact Center 40

Contact Center Self service Metrics Analytics 40