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...
If the purpose of directional KPI for contact centers, such as FCR and CRM, is to tell us movement and trend, exact accu...
Quality control based on voice of customers can improve contact centers CX service quality and efficiency -- both are im...
A contact center consultant recommends changes in People, Process, Technology and Methodology as CX assessment; to imple...
Siloed and fragmented nature of the resultant data, a fully integrated solution, friction from your customer interaction...
When failures occur in customer experience, using customer effort score (NES) helps identify the most efficient solution...
