IVR self-service must reflect customer needs and expectations Contact CenterChristine KozloskyNovember 1, 2016IVR, Self-Service, Call Center, Contact Center, Customer Satisfaction, Customer Experience, Process ImprovementComment
Hearing the Customer Experience through Call Quality Monitoring Contact CenterChristine KozloskyJuly 5, 2016Customer Effort Score, Call Quality, Contact Quality, Process Improvement, First Call Resolution, First Contact Resolution, Call Center, Contact CenterComment
Promote and Emphasize First Contact Resolution Contact Center, First Contact ResolutionChristine KozloskyFebruary 19, 2016First Call Resolution, First Contact Resolution, Call Center, Contact CenterComment
