Remove Big data Remove Customer effort Remove Wireless
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Harnessing the Power of Data to Improve First Contact Resolution

The Northridge Group

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. The value of reducing repeat calls. billion to U.S.

Wireless 127
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Ready To Eliminate Recontacts? Stop Asking This Question.

Tethr

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.

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The worst question a service rep can ask a customer

Tethr

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. To do the analysis, we looked at 1.9