Contact center scripts should sound unscripted. Always improve scripting with agents' feedback, recorded calls, and test...
AI supports contact center agents with Live Real Time Guidance & scripts, allowing live agents to focus on offering ...
CX consultants and stakeholders need a lot of meetings, documentation, a tight timeline, and a strict project scope to k...
FCR (first contact resolution) measures contact center cost & performance. The higher FCR rate, the higher CSAT cust...
"Speed to Competency" includes metrics such as FCR, CSAT, Quality score, balanced scorecard, Agent engagement or ESAT, A...
Although contact center training and development costs can be in hundreds of thousands of dollars, it is an investment w...
Contact Center attrition, recruiting & training can cost $2.25 million for onboarding 70 new agents. Improve employe...
How to supervise and bond with call center employees: appreciate, listen to, train, develop, and hold accountable both s...
