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A leading wireless provider wanted to reduce live agent support calls by providing more effective self-service options and also improve cross-channel first contact resolution.
ClickFox provided a never-before-seen view into customer experience journeys using data from phone and web channels. By illuminating the cross-channel behaviors of chronic callers, the provider executed recommendations from ClickFox to reduce the number of calls through agents by 300k per month.
Through connecting customer journeys across web, retail, and contact center, behavior profiles surfaced and provided insights that were used to create new performance management expectations and improve customer experience for millions of customers.
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