A large inbound contact center
66%Decreased Escalation Rate
Challenge Agents often couldn’t handle calls themselves due to lack of knowledge. They had to put customers on hold while consulting supervisors.
Goals Enhance the CX by reducing the escalation rate. Retain and improve customer loyalty by developing reliable one-stop agents.
Results The company used ForeSight to support agents by providing relevant knowledge and talk script in real time. As a result, the escalation rate decreased from 15.3% to 5.2%.
ForeSight helps agents shorten AHT and increase first call resolution (FCR) in a variety of ways, including: