Businesses can reduce costs and improve CX by improving FCR rates. However, the report notes that a high FCR rate may mask underlying problems. “If the business had been handling live calls that were ...

As chatbot providers focus on improving first-contact resolution and reducing costly human handoffs, Chatbot SX helps chatbots deliver more accurate, contextual answers in real time-driving measurable ...

PALO ALTO, Calif.--(BUSINESS WIRE)--A new IDC InfoBrief commissioned by Talkdesk®, Inc., a global provider of artificial intelligence (AI)-powered customer experience (CX) technology that serves ...

The video escalation feature enables agents to evaluate and determine the best course of action on a case-by-case basis, reducing support costs and unnecessary time spent on onsite visits. For ...

AI is quickly transforming customer service and contact center operations to generate measurable value. With the integration of genAI and agentic AI, organizations can now move beyond pilots and into ...

Proven tools matter. Contact center technology succeeds when it improves FCR, AHT or CSAT, not when it simply adds more features. Agent support wins. AI and automation deliver when they amplify agents ...

For decades, enterprises have invested in technology to make customer experience better, yet the results often feel the same. Customers wait, repeat themselves and navigate disconnected systems that ...

Today we are thrilled to announce the latest milestone in our journey towards modernizing customer service: Microsoft Dynamics 365 Contact Center, a Copilot-first contact center solution that delivers ...

Artificial intelligence is redefining contact center operations far beyond the traditional service ticket, opening opportunities for customer support to redefine their value proposition to the ...

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 ...