contact 
Callminer
DECEMBER 26, 2023
As we venture into 2024, AI for the contact center, CX and other business applications continues to evolve rapidly. Read this blog for five AI trends impacting organizations in the year ahead.
Callminer
DECEMBER 21, 2023
Read this blog to learn how what customers expect our of their contact center experience. The experience your customers have with your customer service center can have positive and negative impacts.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Adrian Swinscoe
MARCH 13, 2024
One such piece of research was […] The post The worrying state of the European contact center space first appeared on Adrian Swinscoe. Every now and again, I come across a piece of research that makes me want to pull my hair out.
Callminer
MAY 23, 2022
Rick Britt, CallMiner's VP of AI, shares his thoughts on diversity in the contact center industry and how people can be better allies to help change the industry. Read more in his blog.
Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster
This webinar with CX master Steve Pappas will unravel how conversational AI is transforming business-customer interactions and contact center operations globally. . 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms. Don't miss this exclusive event!
Intercom, Inc.
MAY 26, 2022
First contact resolution (FCR) is a metric that measures how often your customers’ queries are resolved after their first call, email, text, or chat session with your company’s support team(s). Unlike “first call resolution”, a similar metric, first contact resolution examines your success across all channels, not just phone.
Callminer
APRIL 24, 2024
Consumer Duty requirements were launched by the UK’s FCA in June 2023 and represent legally binding regulation for financial services. But what does this actually mean? Read this blog to learn more.
Advertisement
At the same time, customer patience is dropping, with 35% of respondents willing to wait only a few minutes before re-contacting a company. This dramatically increases the chances of one customer tying up multiple agent-assisted channels and puts even more pressure on businesses to respond quickly and resolve issues on the first contact.
Advertisement
So why do more than ⅓ of business leaders want contact center associates back in the office? Check out The Northridge Group’s latest CX research report—the 7th annual CX survey of 1,000 customers and 250 business executives—to learn how your business can enhance customer service and experience.
Advertisement
Customers increased their use of customer service channels but first contact resolution declined from 53% to 42%, increasing effort for customers and costs for businesses. 63% of customers tried digital apps and tools for the first time and 75% will continue to prefer digital apps post-pandemic.
Speaker: Nathan Hart, Mary Kane & Imran Mohammed
When Contact Centers face issues with First Contact Resolution (FCR), conducting a root cause analysis to identify the process, systems, and/or behaviors that are failing is the best way to understand the exact drivers contributing to repeat calls.
Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc
Contact center operators have been buffeted by the pandemic, work-from-home initiatives, the great resignation, and quiet quitting. As a result of these changes, new challenges have emerged, requiring contact centers to undergo major transformations. Adoption and innovation are swift and ongoing.
Expert insights. Personalized for you.
339 
Let's personalize your content