Evolution of Contact Center Scripts: Live Real Time Guidance, Conversational AI, Agent Assist…
AI supports contact center agents with Live Real Time Guidance & scripts, allowing live agents to focus on offering better
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Category: CX Implementation
Case Study: Anticipate and Resolve Challenges in Redesign a Large-scale Contact Center
CX consultants and stakeholders need a lot of meetings, documentation, a tight timeline, and a strict project scope to keep
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Contact Center Costs – FCR (First Contact Resolution)
FCR (first contact resolution) measures contact center cost & performance. The higher FCR rate, the higher CSAT customer satisfaction level.
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Customer Complaints Handling: a Personal Touch Builds Customer Relations
Customer complaints handling: adding a personal touch builds bonds between the consumer and the brand, creates customer relations after sale.
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Developing Mission, Vision and Guiding Principles in Call Center Operations Improves Customer Experience
Call center mission, vision, guiding principles can help improve operations and customer experience, and motivate employee engagement. by Patricia Ballantyne
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After a Contact Center Consultant Leaves, How to Maintain Longterm Success
A contact center consultant recommends changes in People, Process, Technology and Methodology as CX assessment; to implement transformation, a call
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