COPC

FEBRUARY 15, 2024

 This powerful technology is becoming integral to customer service frameworks, especially in contact center operations. Regular calibration of AI assessment tools to a set standard is necessary for maintaining their effectiveness. Contact center leaders must comprehend and navigate these evolving dynamics effectively.

Calibration 52

Calibration contact center workforce Metrics Contact Center 52

NobelBiz

MARCH 26, 2024

By leveraging cutting-edge technologies, CXA revolutionizes the way businesses interact with their customers, providing seamless experiences across various touch points. CXA stands for Customer Experience Automation, a strategic approach that integrates automation tools and software within call centers to enhance the customer journey.

Best practices 52

Best practices Interactive Voice Response Customer Experience Contact Center 52

Playvox

JANUARY 25, 2024

It has however morphed from the days of regarding the call center as a cost center to realizing contact centers and the agents who work there are valuable contributors to the customer experience. Prevent and close employee skill gaps with a seamless integration to coaching.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77