Customer experience leaders have always been obsessed with statistics like Average Handle Time (AHT) or First Contact Resolution (FCR). We celebrate the agent who de-escalates a furious caller, we ...
Customer service is undergoing a rapid transformation, driven by evolving customer expectations and technological advancements. While AI and automation have been hailed as game-changers, the full ...
Strong CX foundations are no longer optional - they're the key to meeting rising customer expectations, says 1Stream.
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