When Contact Centers face issues with First Contact Resolution (FCR), conducting a root cause analysis to identify the process, systems, and/or behaviors that are failing is the best way to understand the exact drivers contributing to repeat calls. This approach can lead to actionable insights to resolve FCR problems, improve Customer Experience, reduce costs, and increase customer retention.

In the upcoming webinar, “Leveraging Data Analytics to Optimize the Customer Experience,” The Northridge Group’s Nathan Hart, Mary Kane, and Imran Mohammed will share an in-depth look into how The Northridge Group empowers clients with visibility into Contact Center data to promote a consistent Customer Experience. Join us to learn more about:

Key Insights:

  • How to measure Customer Experience and engagement across channels
  • Ways to identify objectives and obstacles, discover actionable insights, and measure outcomes
  • How to navigate and curate disparate, unstructured data across multiple systems