Call center internal quality assurance is based on external customer satisfaction (CSAT), not what QA team thinks what c...
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...
If the purpose of directional KPI for contact centers, such as FCR and CRM, is to tell us movement and trend, exact accu...
Siloed and fragmented nature of the resultant data, a fully integrated solution, friction from your customer interaction...
Metrics for call centers: FCR (1st contact resolution), AHT (average handle time), SL (service level), ASA (average spee...
Eight tips for contact center knowledge base management: capture, structure, improve, reuse, content health, process int...
