Notas del episodio
You’ve heard a million different snake oil pitches to tune up your contact center. And, you know, AI is super beneficial, but it's not the cure-all we all hoped it'd be. Sometimes we need to get back to the fundamentals. It’s often the tactics we’ve ignored as mundane that can boost efficiency and, in the words of author Jim Collins, go from “good to great.”
I’ll take on five fundamentals in this episode: measurement, agent workflows, self-service, employee experience, and feedback. Sound good? Let’s roll.
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Hear more at getmindful.com/podcasts.
Palabras clave
self-service
agent burnout
contact center efficiency
handle time
first contact resolution
artificial intelligence
agent attrition
call center kpis
ai
hold time