Support teams sit at the center of the customer experience and often absorb the first impact of operational strain. High ticket volumes, rising customer expectations, and constant multitasking…
In today’s fast-paced digital world, your words can shape a customer’s loyalty in seconds. Whether it’s live chat, email, or voice support, the language you use directly affects…
Back before the internet made everything available, all the time, customers had lower expectations about your response time. All you had to do was give them a support…
Earlier this year, Zomato, a leading Indian food delivery company laid off 600 of its customer support staff, within just a year of hiring them. Unfortunately, they are…
The average company receives 578 support tickets per day. After these messages hit the support inbox, they are assigned, prioritized, and resolved. This process needs to be fast…
The BFSI industry has been leading in AI adoption across all its verticals. In 2019, Juniper Research predicted that chatbots and voice AI would save banks around $7…
Contact center agents are the backbone of customer experience. Their ability to resolve issues on the spot, remain calm, and understand the customer’s feelings directly affects satisfaction levels.…
If you’ve spent some time on the AI side of X lately, you would have been barraged by a vast array of terms: AI agent Voice AI Conversational…
Frost and Sullivan classify First Contact Resolution (FCR) as the “home run” of call center metrics because “it affects every other meaningful statistic from the call center.” FCR…
In 2024, McKinsey estimated that generative AI will become a part of 50% of the existing customer operations infrastructure, resulting in over $400 billion in increased revenue. As…