Does AI Mean the End for Contact Centres or Simply Higher Levels of Customer Care?
CSM Magazine
APRIL 5, 2018
Video chat consistently gives you 90+% NPS and CSAT ratings. This will not only digitize and bring you to the new age, it will really super-charge important metrics like first call resolution and average handle time (which measures the total time to resolution, not just the average time per engagement) which are still weak for ChatBots.
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