Common Chatbot Mistakes and How to Overcome Them: Part 4
Bright Pattern
JANUARY 24, 2019
Over the last few weeks, I have shared some common chatbot mistakes and how to overcome them by testing the customer centricity of your chatbot solution.
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Call Center Culture of Excellence – How to Build it
TechSee
APRIL 16, 2019
Measuring performance-based KPIs, such as first contact resolution (FCR), Net Promoter Score (NPS) and truck rolls are imperative to ensuring a smooth and customer-centric operation. Enhancing employee satisfaction and cutting agent attrition should also be core priorities. After all, happy agents mean happy customers.
Is Your Contact Center Ready for the New Year? Set Your 2018 Business Priorities with CCW Digital’s Winter Report
Comm100
DECEMBER 1, 2017
This contact center priority goes hand in hand with the previous goal of reducing customer friction: by creating (or optimizing) an automated self-service experience, customers will be able to solve transactional self-service issues quickly and efficiently. Improving the Agent Experience: Examining Strategies. But what else?
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