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.
Discover sentiment analysis: definition, methods (lexicon, ML, deep learning), applications for customer service, and best practices for implementation.
Discover FCR (First Contact Resolution): definition, calculation formula, benchmarks by channel, and practical tips to improve your first contact resolution rate.
Discover the resolution rate: definition, calculation formula, benchmarks by sector, and practical advice for improving this essential customer service KPI.
Discover AHT (Average Handle Time): definition, calculation formula, benchmarks by channel, and tips for optimizing your average handling time without sacrificing quality.
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