All Topics
179 topics found, sorted by Newest.
What is Conversational Intelligence [Benefits + Features]
Learn all about conversational intelligence and how to leverage it to create a positive, personalized customer experience.
What is omnichannel routing? A detailed guide.
Omnichannel routing helps route customer queries intelligently across channels for faster resolutions. Learn about this technology and its wide applications.
What is Workforce Engagement Management?
Learn about workforce engagement management and its components, and why your business needs to actively work towards improving workforce engagement.
What Is First Contact Resolution (And Practical Tips to Improve It)
Modern customers don’t want to contact brands repeatedly to get an issue or concern addressed. Learn about first contact resolution rate — and why it is important for your support quality and brand reputation.
Call Center Coaching – Tips & Techniques
Discover what sets call center coaching apart from training, understand its benefits, grasp the core principles and learn key techniques.
What is customer effort score and how to calculate it
Learn all there is to know about customer effort score (CES) and how and why brands leverage it to improve customer experience and retention.
Intelligent virtual agent: Definition, benefits and uses
Explore the differences between virtual agents and chatbots and find out ways to leverage virtual agents for improving your customer service.
Omnichannel customer service [+Benefits, Examples & Strategy]
Learn all about omnichannel customer service and how to leverage it to create a friction-free customer experience.
What is Customer Lifecycle Management and How to Create a Strategy
What is Average Handle Time [+How to Calculate & Reduce it]
Learn everything you need to know about average handle time (AHT) — what it means, why it’s important, how it’s calculated, industry benchmarks and strategies to improve yours.