Connect

DECEMBER 11, 2023

Expectations regarding human displacement by AI are not unfounded, with the World Economic Forum stating in its The Future of Jobs Report 2020 that AI will replace 85 million jobs worldwide by 2025. Creating ‘ super agents.

Technology 93

Technology Average Handle Time Cloud contact First call resolution 93

TechSee

NOVEMBER 27, 2018

AR is expected to grow into an $80 billion market by 2025, with Google forecasting that hundreds of millions of mobile devices will support AR capabilities in the coming years. AR remote assistance has been proven to increase First Call Resolution by 20% and decrease the need for technician dispatched by 17%.

Customer Service 84

Customer Service First call resolution Self service Contact Center 84

SharpenCX

AUGUST 21, 2023

First, assess what a “good” first impression means to you and your customers. Fast resolution times? Then, make it SMART by setting smaller goals and adding in KPIs and parameters: “Increase first call resolution by X% within Y [days, months, years].” Consistent, branded messages? Friendly agents?

Call Center 67

Call Center First call resolution Contact Center Contact center software 67

Fonolo

MAY 30, 2023

In fact, Gartner reports that by 2025, 60% of contact centers will have implemented AI-driven workforce management tools to help optimize scheduling and resource allocation. But without skill-based call routing tools , it’s difficult to do in practice. That’s why contact centers are investing in it in droves.

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

SharpenCX

FEBRUARY 19, 2020

That’s why by 2025, contact center leaders (like you) have their heart set on getting a 360-degree view of their customers. A grip on the metrics impacting your customer experience, like CSAT, average time on hold, and first call resolution. Data to inform decisions for a better AX and CX.

Call Center 76

Call Center Contact Center First call resolution Contact center software 76

Inbenta

FEBRUARY 20, 2020

Researchers predict that by 2025, chatbots will accomplish more than 90% of the B2C interactions. Reducing the average call time on first contact. Savings = (Cases per month * Cost per case) * (Improvement / Talk time for first contact). Increasing the first call resolution rate.

Self service 116

Self service Chatbots Management B2C 116

SharpenCX

DECEMBER 10, 2019

Did your agents consistently meet First Call Resolution every month and top the charts in CSAT ? Will you be one of the 52% of contact center leaders who plans to unify their systems by 2025? And, how did it compare to your year in 2018? Did you trend upward or lose momentum?

Call Center 84

Call Center Contact Center Customer Service First call resolution 84