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Improve your CSAT by Measuring First Call Resolution

NICE inContact

The definition has changed a bit over time as call centers transformed into contact centers that handle more than just calls. Back in the call center days, FCR stood for First Call Resolution. Today FCR is commonly understood to mean First Contact Resolution. .

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This Call May Be Recorded: How Conversation Intelligence Is Transforming the Contact Center Industry

BlueOcean

A Quick Overview of Conversation Intelligence A small sample of customer care interactions has never really been enough to get an accurate big picture of what’s going on in your contact center. And as Forrester points out, the resulting dashboards and word clouds that point to top call drivers aren’t enough either.

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How to Improve First Call Resolution, Reduce Call Volume & Accelerate Self-Help

Pointillist

For a business, that means high costs and inefficient call center operations. Call centers, therefore, want to improve first call resolution rate, reduce call volume, and excel at customer service while reining in high costs. But how exactly will customer journey analytics work in a call center operation?

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TechSee Brings Computer Vision AI and Augmented Reality Service Automation to Amazon Connect

TechSee

As a visual platform, TechSee converts phone calls into live augmented reality sessions and enhances service automation by bringing computer vision AI to chat and automated workflows. Visual engagement continues to drive better business outcomes, virtualizing face-to-face interactions.

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The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

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A Playbook for the Transformational BPO

Uniphore

Our Playbook for the Transformational BPO details how conversational AI and automation can optimize customer interactions and deliver: Better average handle times (AHT) and first call resolution (FCR) rates. Enhanced accuracy for on-call assistance and post-call summaries.

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A Comprehensive Guide to Customer Interaction Analytics

NobelBiz

Interaction Analytics often termed the keystone of customer engagement strategies, provides businesses with a profound look into customer behaviors, preferences, and patterns when engaging with products or services. What is Interaction Analytics?