Calabrio

MARCH 22, 2025

Ultimately, they must all be working in concert with each other, united by clear planning and goal-setting, effective measurement and reporting, and holistic optimization efforts that drive continuousand comprehensivecontact center improvement strategies. Customer Effort Score (CES): Measures the ease of a customer’s experience.

Best practices 52

Best practices Contact Center Management Call Center 52

Lumoa

FEBRUARY 9, 2023

Artificial Intelligence Artificial Intelligence (AI) is still the same old good AI, but now it’s brought to the customer experience field. According to Finance Digest , 95% of customer interactions will be managed with AI by 2025. Both groups of technologies can be utilized to make analytics more actionable.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

Balto

MARCH 3, 2025

Smart routing systems match customers with the most qualified agents based on their specific needs and history. This targeted approach cuts down on transfers and reduces customer frustration. Voice recognition technology adapts responses based on customer emotions and tone, ensuring appropriate handling of sensitive situations.

Call Center 52

Call Center Interactive Voice Response Average Handle Time First call resolution 52