The First Contact Resolution (FCR) rate is a key indicator of customer service performance. Learn why FCR is so important and how to improve it.

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Customer service

Maximizing First Contact Resolution to enhance Customer Experience

22 Jan 2024

Explore the definition of video chat, its advantages in customer service, and effective practices to offer more personalized experiences.

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Customer service

What is Video Chat: Benefits & Best Practices

1 Dec 2023

Dive into the future of customer service! Discover how Gartner envisions 2028 with transformative technologies: Generative AI, CUIs, and Digital Customer Service.

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Customer service

Three Technologies That Will Transform Customer Service and Support By 2028

13 Oct 2023

Discover the changing dynamics of brand-consumer relationships in the Relationship Economy 2023. Explore Twilio's latest report findings, highlighting the shift from brand loyal...

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Customer service

The Evolution of Brand-Consumer Loyalty: Insights from Relationship Economy 2023 Report

29 Sep 2023

Discover the latest trends in customer service as we delve into the groundbreaking "Voice of the European Contact Centre Consumer". Gain valuable insights into consumer preferen...

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Customer service

Evolving Customer Service in Europe: Insights from the Voice of the European Contact Centre Consumer

15 Sep 2023

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Customer service

5 AI-Powered Contact Center Automation Trends for 2024

8 Jun 2023

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Customer service

How To Create Phygital Experiences Customers Are Craving

26 May 2023

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Customer service

Understanding DSAT: A Key Metric for Measuring Contact Center Customer Dissatisfaction

25 Apr 2023

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Customer service

Your Guide to Customer Needs and Solutions

20 Apr 2023

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Customer service

Is the Customer Always Right? How to Handle It When Customers are Wrong

14 Apr 2023