As AI replaces call center agents at all customer experience touchpoints, AI frees up CX workforce for customer loyalty ...
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...
CX improvement at call centers with mapping customer journey touch points & root cause analysis results in reduction...
Self service in the age of AI still requires proper planning and purpose-driving adoption of technology to enhance custo...
Service level is specific to each contact center: what is appropriate for one organization at 80-20 may be appropriate f...
AI, chatbots, voice bots, RPA, digital transformation, cloud, omni channel, real time analytics... are the contact cente...
Improving customer experience can be done with customer feedback, by listening to customers, talking to customers, askin...
