Artificial Intelligence is transforming the customer service workforce with the delivery of 24/7 customer care and heightened customer engagement. According to a recent State of AI in Customer Service Report, almost 60% of customer service workers find that AI enhances efficiency and productivity for their teams. Another study published in the National Bureau of Economic […]
No matter what industry you’re in, customers want quick responses when they contact you with complaints. Customer service agents similarly want to resolve issues on the first try. First contact resolution (FCR) is a metric that plays a crucial role in whether your customers keep coming back. It also affects whether they refer you to […]
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