Resources

Crack the root cause code to boost resolution rates

A leader in the gaming and technology industry amplified customer loyalty by determining and correcting the root cause of 52% of unresolved issues

Savvy hiring and training shortens handle times

A retail pharmacy quickly added tenured, certified healthcare advocates to reduce repeat callers and boost OSAT during one of its busiest times of year

Triumph in Making Connections After a Natural Disaster

Within 48 hours, a new Red Cross call center was in operation with new phone lines, established call routing rules and newly trained agents – a process that would normally have taken 4-5 months