7 Contact Center Trends That’ll Change How You Operate

2024 will be an interesting year for call centers. In particular, although providing top-notch user experiences will still be high on everyone’s priority list, service agents themselves may be in for a ride.  Many firms are already implementing AI tools to automate simple issues and offer customers self-service options for […] The post 7 Read more about 7 Contact Center Trends That’ll Change How You Operate[…]

The Only KPI That Matters: First Call Resolution. Here’s Why

There’s a ton of different call center metrics out there, but there’s just one that you absolutely need to nail: first call resolution. Nothing kills customer loyalty more than not getting solutions right away. Resolving a customer’s query or issue on their very first call is a surefire way to […] The post The Read more about The Only KPI That Matters: First Call Resolution. Here’s Why[…]

What is economic inclusion?

Economic inclusion is when people not only have their basic subsistence needs met but also are productive, fulfilled, and fully empowered to make choices about their lives. Source: McKinsey What is economic inclusion?