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Future State of the Contact Center: ChatGPT in Customer Experience

BlueOcean

MARCH 13, 2023

It’s obvious that the biggest bang from ChatGPT-style AI tools will be improving both the quality and efficiency of transactional customer support, but what about the realm of sophisticated customer care we’ve historically reserved for more highly trained human agents? “I Let me transfer you to an agent.”

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Contact Center Customer Experience Self Service Chatbots 156
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Do More With Less: 3 Effective Strategies to Maximize Your Contact Center’s Potential

Myra Golden

APRIL 11, 2023

Strategy 1: Optimize Agent Training and Performance Optimizing agent training and performance is the first strategy for maximizing your contact center’s potential. Contact centers can optimize performance by implementing a training program that focuses on developing the skills and knowledge of your agents.

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Strategy Contact Center Average Handle Time First Call Resolution 52
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