Tag: knowledge base

For all the buzz about “bots” and Artificial Intelligence (AI) and their potential to make agent-supported contacts go away, agent-handled contacts still dominate for...

We talk a lot about delivering an exceptional customer experience (CX), but the talk focuses on how to deliver it. “Improve first-call resolution,” or...

If you’ve ever managed a call center, chances are you’re familiar with the constant cycle of agent churn. You invest time and money into...

For the modern contact center, delivering high-quality human or digital customer service requires quick access to accurate and actionable information. Whether you have one...

According to a study from Customer Experience Management, 71% of agents do not have the authority to satisfy a customer. OUCH! With high attrition...