Over the past few years, first touch resolution has become a major focus for customer service of any kind. That's not by accident. The ability to resolve customer questions, issues and concerns ...
Among companies, first-contact resolution (FCR) was seen as the most important factor impacting customer experience, ContactBabel reported in its "Inner Circle Guide to First Contact Resolution," with ...
Solving customer complaints at first contact means better customer satisfaction and retention. That is the goal, but how do you get there? What steps can you take to improve your first-touch ...
In the traditional contact center approach, the information relating to the journey or "session" is typically built up during stages, such as the processing of a call, participation in a self-service ...
SAN FRANCISCO--(BUSINESS WIRE)--UJET, Inc., the intelligent, modern contact center platform, is pleased to unveil its latest contact center integration with Microsoft ...
Rich Hein: Hello and welcome to “Beyond the Call,” where the go-to show for insight, trends, and actionable advice in the customer service and support industry. I'm Rich Hein, your host, and today ...
Proven tools matter. Contact center technology succeeds when it improves FCR, AHT or CSAT, not when it simply adds more features. Agent support wins. AI and automation deliver when they amplify agents ...
The video escalation feature enables agents to evaluate and determine the best course of action on a case-by-case basis, reducing support costs and unnecessary time spent on onsite visits. For ...
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