Reducing Customer Call Volume at Major US Wireless Carrier
Reducing customer service call center call volume is a frequently cited objective for many businesses. And with a customer base of nearly 100 million subscribers, like that of a major US wireless carrier, those challenges are amplified dramatically. Contact with live agents is expensive, particularly when compared with self-service options such as an IVR system, web or mobile platform. The wireless carrier began analysis to discover which customer journeys drove high call center call volumes.
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