2010, First call resolution, Personalization and Scripts

Zenarate AI Coach Transforms How Agents Learn and Perform Through Natural Language AI Simulation Training

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

Coaching Telecommunications Healthcare First call resolution

Measure to manage customer experience

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

Customer Experience Management Contact Center Average Handle Time

Customer Contact Central

Zenarate AI Coach Transforms How Agents Learn and Perform Through Natural Language AI Simulation Training

Measure to manage customer experience

Webinars

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