Shorter Wait And Hold Time

A large inbound contact center

ForeSight Voice Mining
Enhanced Customer Experience

Enhanced Customer Experience

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.

Real-Time Agent Support

Real-Time Supervisor Support

ForeSight helps agents shorten AHT and increase first call resolution (FCR) in a variety of ways, including:

  • Real-time knowledge recommendations.
  • Real-time call flow guides.
  • Auto-generated URL to a call view page for faster after call work (ACW).