CSM Magazine

JUNE 27, 2023

With Zenarate’s AI Coach, newly hired and tenured agents in training role-play with their personal unbiased AI Coach, from home or office, using their own natural language without any scripting. 33% higher average CSAT (customer satisfaction) scores from agents delivering soft skills, best practices, and first-call resolution.

Coaching 59

Coaching Telecommunications Healthcare First call resolution 59

Call Design

SEPTEMBER 21, 2021

Contact centres represent the voice of many organisations, existing as the first point of contact for customers engaging with your organisation. Metrics include: • First call resolution. Gamification has been gaining traction since 2010, with its positive effects on the industry becoming more apparent.

Gamification 78

Gamification Schedule adherence Average Handle Time First call resolution 78

eGain

MARCH 3, 2015

Enterprises attempt to measure the customer experience through focus groups, post call surveys, and quality scores. Within the contact center environment there are many operational metrics that are measured such as first call resolution (FCR) and average handle time (AHT). Net Promoter Score? Customer Effort Score?

Customer Experience 69

Customer Experience Management Contact Center Average Handle Time 69