When we set out to figure out what makes a great retention agent great, we assumed the answer was in the words they used.
Turns out it had almost nothing to do with the language, which honestly surprised us.
That was the whole gap.
The strong ones were just willing to ask one more time.
The frustrating part is that almost no contact center can actually see this.
⚡️ Last day at Fibersmith #Vision Conference in a few pictures!
P.S: there is still time to drop by our booth
Come by and let's talk about Customer Experience, retention and how ISPs can turn this data into their most powerful asset.
#WISP#Broadband#CX#AI#Telecom
⚡️ Happening today: Meet us at Fibersmith #Vision Conference ⚡️
QueSee AI unifies calls, CRM, and network data to give leading #ISP full Customer Experience observability. Let's turn your Customer Experience data into your most powerful asset.
See you there!
Heading to Fibersmith Vision User Conference in Columbia? ✈️
Then we'll see you tomorrow.
QueSee AI unifies calls, CRM, and network data to give leading #ISP (like 360 Broadband and All West Fiber) full Customer Experience observability.
Instead of random sampling, we analyze 100% of your customer interactions (from calls, CRM and network data) to uncover hidden churn risks, automate QA, and identify exactly where you are losing revenue - and where you can make more of it.
@AllWestFiber "QueSee AI has enabled us to better equip our frontline leaders with meaningful development plans while giving our associates greater clarity into their skills and growth opportunities." - David Ricley, Sr. Director - Customer Experience at All West.
Heading to #Fibersmith Vision User Conference in Columbia? ✈️
Come see what everyone is talking about.
QueSee AI unifies calls, CRM, and network data to give leading #ISP (like @DobsonFiber and @vnetfiber) full Customer Experience observability.
We help ISPs capture this data.
QueSee analyzes 100% of Customer Interactions to surface insights and business intelligence from support calls, tickets, network and CRMs to help ISPs save subscribers and provide their best service, every time
Details: https://t.co/MU42ojW2sz
We talked with 350+ with ISPs last year.
Here are 3 things in that they say 👉 did not expect 👈
With a large volume of cancellation calls, the upgrade asks the playbook quietly stops working - and relevant experience data is not heard
#ISP#Telecom#CX#AI#Internet
When we kept asking operators what was in it, the same 3 patterns surfaced almost every time:
1 → Subscribers about to leave don't yell. They go quiet.
2 → Half of "support" is actually a buying signal nobody flagged.
3 → Same issue, 2 reps, 2 completely different outcomes.