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KPI Series: Reducing Manager Requests and Escalations

In the contact center industry, we talk a lot about the importance of first call resolution (FCR). The more queries we can resolve on the first contact, the more satisfied customers are. On the flip side, we also need to keep an eye on escalations and manager requests. When customers ask to speak to a…

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KPI Series: Reducing Manager Requests and Escalations

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Lazy AI in the Contact Center Part 3: Spotting Subpar Semantic Technology

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Arm Yourself with Knowledge: Sales Tips from Tim Claudin

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Fix-It Friday: How to Keep Remote Agents Engaged

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Lazy AI in the Contact Center Part 2: Neglecting Agent Experience

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Tech Talk: Rapid Model Iteration and Training with Balto AI Hub

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Fix-It Friday: Onboarding Agents Takes Too Long

Thumbnail image for "KPI Series: 5 Actionable Steps to Improve Agent Satisfaction Scores in Contact Centers"

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KPI Series: 5 Actionable Steps to Improve Agent Satisfaction Scores in Contact Centers

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Lazy AI in the Contact Center Part 1: How Sales Outcomes Suffer

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Challenge Old Ideas, Solve Problems: Sales Tips from Rob Westervelt