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25% Improvement in First-Call Resolution Scores

August 30, 2011

The client is America’s largest cable and home Internet provider. They are also the third largest telephone service provider in the U.S. Customers had to call the telecommunication company’s contact center multiple times to resolve a single issue. Each call degraded the customer experience, while also costing the company time and money. The client needed to address this problem by improving first-call resolution.

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25% Improvement in First-Call Resolution Scores

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