Peter Milligan

Practical AI’ means - no hype. No buzz words. No jargon. No false promises. Just tangible, accurate business results for companies of any size or scale.

One of the most important measurements in the contact center that impacts customer experience is first call resolution (FCR). This is the ability to answer a customer’s question about your product or service the first time they contact your business.

To get all the benefits outlined in the Aberdeen survey results and much more, you have to have an intelligent contact center. The first step to creating an intelligent contact center is quite obvious – you’ve got to move to the cloud.

“Cloud” continues to be one of the top buzzwords we hear in technology. Cloud computing, cloud-based solutions, cloud applications – it’s all about the cloud and the contact center is not immune.

Have you ever called a customer support line, waited forever to talk to an agent and no one ever answers? Or you finally get through to someone who seems entirely lost when it comes to your question and has to put you on never ending hold to find the answer?