3CLogic

JUNE 23, 2023

The Fears Surrounding Voice AI for Business While there are immense benefits to using these tools, AI can make many uneasy, as some assume that AI will take over all human-managed roles. In one study , 65% surveyed call center agents revealed they had considered leaving their jobs in the next two years due to fears related to AI.

Customer Experience 52

Customer Experience Self service Scripts Abandon rate 52

Callminer

JULY 23, 2019

One state government agency shared how its traditional annual employee survey spurred enterprise-wide action to make things better. Another organization shared that the start of its turnaround began with its first employee survey – that delivered a negative eNPS score. Make sure to listen to calls.

Best practices 140

Best practices Feedback Call Center Coaching 140

Connecting the Dots

APRIL 21, 2017

And number 5: “Please give me top scores and all the questions in the after-call survey”, begging for positive reviews. You could take automotive for instance, quality there is really, really improved. The complexity drives the amount of change and the compliance is driving a scripted response. That’s a big increase.

Customer Care 48

Customer Care Scripts Front-line service Contact Center 48