Insight — ASCENT GROUP

Customer Experience Consulting and Publications

Driving Continuous Improvement

Voice of the Customer is the primary driver of FCR-focused improvement.

Christine KozloskyDecember 17, 2019

Announcing a Webinar: A Look at Emerging Technologies in Automated Phone Systems

Christine KozloskyOctober 16, 2019

Ascent Group & IVR Doctors Partner

Christine KozloskyOctober 3, 2019

Voice of the Customer Drives FCR Improvement

Christine KozloskyDecember 20, 2017

Contact Quality's Role in Measuring First Contact Resolution

Christine KozloskyDecember 7, 2017

Keys to Call Quality Monitoring Credibility

Christine KozloskyDecember 5, 2017

Customer Experience Initiatives, Highlights Best Practices and Lessons Learned

Christine KozloskyAugust 15, 2017

Transforming Customer Journeys

Christine KozloskyApril 4, 2017

Enhancing the Self-Service Customer Experience

Christine KozloskyMarch 22, 2017

Improving the Customer Experience

Christine KozloskyJanuary 30, 2017

Improving Customer Care Delivery

Christine KozloskyNovember 30, 2016Comment

What's your cost per meter read?

Meter ReadingChristine KozloskyNovember 29, 2016Meter-to-Cash, Meter Reading, Benchmarking

Get it right the first time.

Contact Center, First Contact ResolutionChristine KozloskyNovember 23, 2016First Contact Resolution, First Call Resolution, Customer SatisfactionComment

10th Meter Reading performance and practices study

Meter ReadingChristine KozloskyNovember 21, 2016Meter Reading, Meter-to-Cash, Benchmarking, Process Improvement, Utility BillingComment

Engaged employees are key to improving the customer experience

People ProcessesChristine KozloskyNovember 15, 2016Engagement, Customer Experience Comment

IVR self-service must reflect customer needs and expectations

Contact CenterChristine KozloskyNovember 1, 2016IVR, Self-Service, Call Center, Contact Center, Customer Satisfaction, Customer Experience, Process ImprovementComment

Hearing the Customer Experience through Call Quality Monitoring

Contact CenterChristine KozloskyJuly 5, 2016Customer Effort Score, Call Quality, Contact Quality, Process Improvement, First Call Resolution, First Contact Resolution, Call Center, Contact CenterComment

Eliminate EBPP Adoption Hurdles

Billing, PaymentChristine KozloskyMarch 15, 2016epay, ebill, EBPP, Utility Billing, Payment, Billing, Paperless

Promote and Emphasize First Contact Resolution

Contact Center, First Contact ResolutionChristine KozloskyFebruary 19, 2016First Call Resolution, First Contact Resolution, Call Center, Contact CenterComment

Emphasize the Customer Experience

Contact CenterChristine KozloskyOctober 24, 2015Customer Experience, Contact Quality, Call QualityComment