SharpenCX

FEBRUARY 19, 2020

Only 1% of contact centers think their data intelligence strategy is perfect, according to CCW. That’s why by 2025, contact center leaders (like you) have their heart set on getting a 360-degree view of their customers. Customized reports give you: Clear and visible metrics to empower and engage your agents.

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Call Center Contact Center First call resolution Contact center software 76

SharpenCX

NOVEMBER 12, 2019

In fact, she skipped over the playbook of call center metrics best practices entirely. Metrics can be overwhelming. Only a slim 1% of contact centers think their intelligence strategy is perfect. Here are five ways to measure it (and the breakdown on five other confusing metrics). I get it, though.

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Metrics Best practices Call Center Surveys 64

SharpenCX

NOVEMBER 21, 2019

But by 2025, 60% of contact centers believe they’ll intelligently route customers based on agent skills, urgency, lifetime value, or personality. That means in the next five years, contact center data will be the driving force behind your customer experience strategies. Ready to put your metrics to use?

Call Center 84

Call Center Contact Center Interactive Voice Response Self service 84

SharpenCX

NOVEMBER 21, 2019

But by 2025, 60% of contact centers believe they’ll intelligently route customers based on agent skills, urgency, lifetime value, or personality. That means in the next five years, contact center data will be the driving force behind your customer experience strategies. Ready to put your metrics to use?

Call Center 67

Call Center Contact Center Interactive Voice Response Self service 67

NobelBiz

APRIL 11, 2023

80% of customer interactions will be handled by conversational AI by 2025 – Forbes Another way that AI can assist agents is by helping them handle routine tasks more efficiently. As technology continues to evolve and improve, we can expect to see more companies integrating AI into their contact centers in the coming years.

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Contact Center Chatbots Contact center software Customer Support 52

SharpenCX

MARCH 5, 2020

Best-in-class contact centers embrace technology and are eager to find new ways to increase efficiency and improve operations. In fact, CCW found by 2025, some 52% of contact center leaders plan to completely unify their contact center systems through technology. Listen carefully.

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Best practices Contact Center Airlines Benchmark 67