Traditional quality monitoring analyzes 2% of calls. With generative AI, increase coverage to 100%, detect issues in real time, and free up your quality managers. Complete guide.
Learn about SLAs (Service Level Agreements): definition, common types of SLAs, how to define and measure them, and best practices for complying with them.
Discover the CES (Customer Effort Score): definition, calculation formula, interpretation, differences with CSAT and NPS. Complete guide to measuring and reducing customer effort.
Discover the support backlog: definition, causes of accumulation, impacts, and concrete strategies to reduce and control your stock of pending tickets.
Discover omnichannel: definition, difference from multichannel, advantages, and practical guide to offering a consistent customer experience across all channels.
Discover the knowledge base: definition, benefits, content to include, and best practices for creating an effective help center for your customers and agents.
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