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First Call Resolution
First Call Resolution is an essential performance indicator that is at the core of a call center’s operational efficiency. Repeat calls not only significantly increase operating costs but may also indicate reduced customer satisfaction and therefore increase the probability for customer churn. NICE Interaction Analytics First Call Resolution Package is a powerful solution enabling call centers to decrease the number of repeat callers, increase overall customer satisfaction, improve operational efficiency, and reduce call volume significantly.
NICE First Call Resolution Package Highlights
- Identifies repeat calls using words and phrases
- Sends immediate alerts when thresholds are crossed
- Identifies reasons for repeat calls according to various call types
- Automatically evaluates and provides root cause insight
- Identifies agent knowledge gaps leading to repeat callers
- Flags and sends calls for best practices based on defined parameters
- Provides advanced reports
Click here to download the NICE First Call Resolution brochure.
Churn Reduction
Companies constantly strive to increase customer satisfaction and loyalty by optimizing quality of service. With information being disseminated and received at lightning speed on the Worldwide Web, in professional forums, and blogs, the impact of both positive and negative customer experiences can be felt instantly. For most consumers, customer satisfaction creates more loyalty, increases the probability that they will purchase additional products and services, and reduces the chances of switching to a competitor.
NICE Churn Reduction Package Highlights
- Identifies customers at risk in near real-time
- Exposes root cause for customer dissatisfaction
- Automatically predicts churn risk
- Integrates into transactional churn models
- Allows personalization of retention offerings
Click here to download the NICE Churn Reduction brochure.
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Success Stories
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FedEx North America's expedited carrier maximizes customer and driver retention and benefits the entire enterprise through NICE Perform's capabilities.
WPS Leading US health insurer improves customer satsifaction, agent quality of service and market intelligence capabilities with NICE Perform.
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