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Guided CX Insights

Track trends, get tips, and explore new ideas in Guided CX.

Improving First Call Resolution rates in your contact center

First Call Resolution (FCR) is a key metric in any contact center. It measures how often a customer's issue is resolved on the first call without the need for follow-up or transfer. High FCR rates not only improve customer satisfaction but also reduce operational costs by minimizing repeat calls. Let’s take a look at why FCR matters and review some practical strategies to improve FCR in your contact center.

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10 Hard-Hitting Stats on the Importance of the Customer Experience

Incredible customer experiences don’t exactly happen by accident.

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News

LiveOps Continues to Elevate the Customer Experience with LiveOps Visual and LiveOps Visual Advantage

New Standalone and Salesforce-Integrated Solutions Allow Agents to Co-Browse and Screen Share a Desktop, Making Personalized Service and Support Faster and Easier

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News

LiveOps Continues to Elevate the Customer Experience with LiveOps Visual and LiveOps Visual Advantage

New Standalone and Salesforce-Integrated Solutions Allow Agents to Co-Browse and Screen Share a Desktop, Making Personalized Service and Support Faster and Easier

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Cobrowse Salesforce

Top Four Reasons to Get Excited About Attending #Dreamforce

I am really looking forward to Dreamforce. Of course, it’s a great place to meet people on the cutting edge, who understand the value that integrating co-browsing, screen sharing, agent video and more can bring to their Salesforce implementations.

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Cobrowse Video

Mind-blowing ROI Statistics to Make Your Business Case for Cobrowse, Screen Share and Agent Video

Cobrowse, screen share and agent video are central to streamlining customer interaction. Personalization in online interactions causes customer satisfaction to skyrocket. At the same time, it significantly cuts company costs.

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Cobrowse

Evaluating Tools for the Contact Center? Aim Small.

Four central elements to keep in mind when building the business case for adding cobrowse, screen share, and other technology in the contact center.

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Cobrowse

Cobrowse and Screen Share: Are You Ready to Get On Board?

From Apple to Amazon, business leaders are using visual engagement solutions to bring sales, support, and customer experience to the next level. Solutions that integrate screen sharing, co-browsing, agent video, and more enable businesses to humanize the online experience in order to create stronger, deeper customer relationships.

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