Improving customer experience can be done with customer feedback, by listening to customers, talking to customers, askin...
FCR calculation (first contact resolution) doesn't need to be an exact science, but it is one of the most important KPIs...
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 ...
FCR (first contact resolution) measures contact center cost & performance. The higher FCR rate, the higher CSAT cust...
Customer complaints handling: adding a personal touch builds bonds between the consumer and the brand, creates customer ...
Quality control based on voice of customers can improve contact centers CX service quality and efficiency -- both are im...
Metrics for call centers: FCR (1st contact resolution), AHT (average handle time), SL (service level), ASA (average spee...
