This exclusive IDC InfoBrief examines how contact centers' performance metrics stack up in key business outcomes, including first-contact resolution, agent productivity, and against goals like ...

The Watch 3 maintains its predecessor's elegant aesthetic while sporting a new tapered, rotating crown and a smaller button ...

targeted customer engagement and first contact resolution. As with cloud-based CCaaS peers, Five9 benefits from an attractive contact center cloud transition opportunity. The contact center ...

The OPPO Find N5 is official, the world's thinnest foldable. Here's everything you need to know about the device.

I'm excited to share insights on where this transformative technology is heading, but before looking ahead, let's first understand ... key indicators like resolution rates, customer satisfaction ...

first contact resolution (FCR) percentages, and conversation completion rates in-house. By measuring these factors you’ll be able to have a good grasp on whether your chatbot is meeting its inte ...

HM Revenue and Customs' and the Valuation Office Agency's response to the Adjudicator's Office annual report published in ...

Customer care agents use this tool in customer conversations. EKA accelerates finding and extracting information, which reduces response delays leading to higher first-contact resolution rates, with a ...

would not only increase the resolution rate and maximise returns, but also would facilitate timely resolutions without value erosion. As of June 2024, approximately 1,400 real estate and ...