As consumers, we expect First Contact Resolution (FCR) no matter how complex our issue may be, which channel we use, or which agent we speak with.
As consumers, we expect First Contact Resolution (FCR) no matter how complex our issue may be, which channel we use, or which agent we speak with.
For those of us who are old enough, we remember watching sci-fi movies and predicting what the future would look like.
Winning search engine wars isn’t just a marketing team responsibility anymore. Most customers try to solve their own problems by actively searching for them before conceding defeat and contacting customer service.
Improving agent experience (AX) has become a strategic imperative, not just for contact centers but for the companies they support.
Businesses today understand that they can’t rely on customer satisfaction surveys alone to gauge contact center performance.
Static is annoying. But in a contact center, static (or friction) isn’t just bothersome—it undermines your CX goals.
Agent retention is on the minds of most contact center leaders these days. However, you might be overlooking one of things that has the biggest impact on retention—and it’s an easy fix.
