AI, chatbots, voice bots, RPA, digital transformation, cloud, omni channel, real time analytics... are the contact cente...
Call center customer experience coaching and training is best through coaching questions to develop supervisors, contact...
By Peg Ayers When my father passed away, I spent hours in queue, waiting for help from a variety of companies and age...
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...
Contact Center attrition, recruiting & training can cost $2.25 million for onboarding 70 new agents. Improve employe...
Customer complaints handling: adding a personal touch builds bonds between the consumer and the brand, creates customer ...
If the purpose of directional KPI for contact centers, such as FCR and CRM, is to tell us movement and trend, exact accu...
