What is an AI IVR?
An AI IVR (Interactive Voice Response) is a system that uses Artificial Intelligence in an IVR menu to respond to customer inquiries in a natural and human-like way. Early versions of IVR used number keys on the phone to interact with the users. More recent conversational IVR systems use voice input. These technologies were good […]
Call Center Performance Metrics and KPIs for Managers and Clients
Assessing customer service operations and satisfaction levels requires an understanding of call center metrics and KPIs. These metrics are invaluable for both managers and call center clients.
What is First Call Resolution?
First Call Resolution (FCR) or First Contact Resolution customer service metric. It’s a measure of the support team’s ability to resolve an issue or query within the first call/interaction itself. A good FCR rate means that your support team is efficient and effective with the support that they provide. A high FCR rate indicates better […]