“When you call the call center today, your expectation is that the person that’s going to answer the phone on the other side will have knowledge around everything,” says Shahar Chen, CEO and cofounder ...

Businesses can reduce costs and improve CX by improving FCR rates. However, the report notes that a high FCR rate may mask underlying problems. “If the business had been handling live calls that were ...

Solving customer complaints at first contact means better customer satisfaction and retention. That is the goal, but how do you get there? What steps can you take to improve your first-touch ...