Evaluating The Experience By NEXIDIA

From Call Center Times: “The Evolution of FCR – Evaluating the Experience, Not Just the Call”- NEXIDIA - While most contact centers rely on quality monitoring and data from telephony and CRM systems to measure first call resolution, these approaches usually don’t explain WHY customers call back. However, your customers DO. In this webcast you will learn how you can use advanced speech analytics tools to gain rapid insight into WHY customers call back for targeted improvement. You’ll discover new and innovative ways of thinking about FCR. For More Information