Pt 2: Design and implementation of AI customer experience - AI CX, prediction of the future of AI in CX support services...
As businesses embrace conversational AI, they must navigate the delicate balance between automation and human touch, ens...
System implementation at contact centers needs careful planning, due diligence, RFP, vendors, project team, manager, &am...
CCaaS (Contact Center as a Service) and the Contact Center Stack of Communication Platform, CRM, LMS, WFM, QM, & Bus...
FCR, an important contact center performance KPI, needs to be measured. FCR analysis helps with FCR problem shooting &am...
A contact center forms a professional partnership with the organization by collecting customers’ input data as an impo...
CX improvement at call centers with mapping customer journey touch points & root cause analysis results in reduction...
CSAT (Customer Satisfaction) and customer retention are the best internal metrics of quality assurance for contact cente...
