My Top 5 New Year’s Resolutions for Contact Centers
Talkdesk
DECEMBER 30, 2019
In this case, if the bot isn’t able to help, at least the agent can continue with the resolution process — no harm, no foul. Agent-facing AI assistants are impacting service strategies by improving traditional KPIs like Average Handle Time (AHT) , First Call Resolution (FCR) and Customer Satisfaction (CSAT).
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