Businesses can reduce costs and improve CX by improving FCR rates. However, the report notes that a high FCR rate may mask underlying problems. “If the business had been handling live calls that were ...
As chatbot providers focus on improving first-contact resolution and reducing costly human handoffs, Chatbot SX helps chatbots deliver more accurate, contextual answers in real time-driving measurable ...
Customer experience leaders have always been obsessed with statistics like Average Handle Time (AHT) or First Contact Resolution (FCR). We celebrate the agent who de-escalates a furious caller, we ...
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