FCR (First Contact Resolution) in the call center
Of all the metrics that you can measure in your contact center, FCR is one of the most valuable. Because it not only indicates how efficient you are, but ...
Call Center Indicators: Ultimate Guide to KPIs
A call center is not managed by guessing or applying magical formulas, but by consistently monitoring and analyzing its indicators: those vital metrics that determine the health of the ...
NLP for Call Center: Improving Customer Service Quality
AI is transforming the call center industry by utilizing technologies such as real-time voice recognition, intention analysis, conversation management, and conversational analytics. Call centers are using NLP (Natural Language ...
WER: How to reduce errors in your Call Center
As we have seen in other articles, Automatic Speech Recognition (ASR) technology uses devices and software to identify and process oral language, much like it can be used to ...
ASR: How to improve the efficiency of your Call Center
In the series of articles we are sharing about the technology that supports Upbe, we have already talked about fundamental issues. Such as the differences between Artificial Intelligence, Machine ...