A large inbound contact center
2X Call Volume Capacity
Challenge Customers were experiencing long wait times and extended holds during calls—all contributing to poor customer experience (CX).
Goals Enhance CX by enabling agents to respond more quickly.
Results The company used ForeSight to reduce average handling time (AHT) and succeeded in shortening wait and hold time. Calls taken increased from 2,768 to 5,420 per month.
ForeSight helps agents shorten AHT and increase first call resolution (FCR) in a variety of ways, including: