NobelBiz

MARCH 26, 2024

CXA stands for Customer Experience Automation, a strategic approach that integrates automation tools and software within call centers to enhance the customer journey. It’s the art of utilizing technology to deliver personalized and efficient customer service without losing the human touch that customers value.

Best practices 52

Best practices Interactive Voice Response Customer Experience Contact Center 52

COPC

FEBRUARY 15, 2024

Call Quality Assessment: Insights and Ethics AI listens to calls, scores agent performance objectively (based on training) and generates detailed feedback reports. This Regular calibration of AI assessment tools to a set standard is necessary for maintaining their effectiveness. Refer back to the terminology subgroup.

Calibration 52

Calibration contact center workforce Metrics Contact Center 52

Playvox

JANUARY 25, 2024

Operational costs – Agents who aren’t invested or lack training, feedback, or coaching tend to be inefficient, ultimately costing your business financially. And 46% of customers will buy more when given a personalized experience. Prevent and close employee skill gaps with a seamless integration to coaching.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77