TechSee

APRIL 16, 2019

Measuring performance-based KPIs, such as first contact resolution (FCR), Net Promoter Score (NPS) and truck rolls are imperative to ensuring a smooth and customer-centric operation. Enhancing employee satisfaction and cutting agent attrition should also be core priorities. After all, happy agents mean happy customers.

Call Center 126

Call Center Contact Center Agent Empowerment Coaching 126

Bright Pattern

JANUARY 24, 2019

Over the last few weeks, I have shared some common chatbot mistakes and how to overcome them by testing the customer centricity of your chatbot solution.

Chatbots 42

Chatbots Agent Empowerment Customer centricity 42

Balto

JANUARY 6, 2025

Key Highlights: Real-Time QA: create scorecards and set up weighted criteria to monitor and improve agent performance instantly. BaltoGPT Generative AI Assistance: Get data-driven, real-time insights about your contact center performance with simple prompts using a clean chatbot interface.

Call Center 52

Call Center Coaching Surveys Contact Center 52

Comm100

DECEMBER 1, 2017

This contact center priority goes hand in hand with the previous goal of reducing customer friction: by creating (or optimizing) an automated self-service experience, customers will be able to solve transactional self-service issues quickly and efficiently. Improving the Agent Experience: Examining Strategies. But what else?

Contact Center 57

Contact Center Customer centricity Journey mapping Benchmark 57

Balto

AUGUST 23, 2024

Key Highlights: Real-Time QA: create scorecards and set up weighted criteria to monitor and improve agent performance instantly. BaltoGPT Generative AI Assistance: Get data-driven, real-time insights about your contact center performance with simple prompts using a clean chatbot interface.

Call Center 52

Call Center Coaching Surveys Contact Center 52

Balto

JANUARY 18, 2025

This can help to personalize the customer experience, improve customer satisfaction, and increase loyalty. AI-powered chatbots, for example, can be used to handle routine customer inquiries, freeing up agents to focus on more complex issues. How can a small call center improve its operations?

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 17, 2025

This can help to personalize the customer experience, improve customer satisfaction, and increase loyalty. AI-powered chatbots, for example, can be used to handle routine customer inquiries, freeing up agents to focus on more complex issues. How can a small call center improve its operations?

Best practices 52

Best practices Call Center Metrics Management 52