How to Guides
How to Improve CSAT Scores In Call Centers
Measuring and improving CSAT is important for any call center. This article reviews 4 sound strategies for improving your CSAT score.
All Posts
How to Improve NPS
Measuring Net Promoter Score (NPS) is relatively easy. Improving your NPS, however, is more difficult. Here are 7 practical tips to improve your NPS.
How to Guides
How to Reduce Abandoned Calls in Call Centers
If you’re looking to improve your customer service, improving your call abandonment rate is a great place to start.
How to Guides
Mean Time to Resolution: What It is and How to Improve It
Mean Time to Resolution (or MTTR) is a useful metric that customer service teams can use to measure customer service efficiency. Generative AI can help you reduce MTTR.
Perspective
Why LLM Fine-Tuning isn't Always a Good Idea
LLM fine-tuning sounds exciting and easy. But the actual costs associated with LLM fine-tuning can often far outweigh the benefits.
Perspective
What are the Disadvantages of Chatbots?
The disadvantages of chatbots are real. Customers get trapped in loops, questions go unanswered, and the experience feels robotic. Here are 7 key disadvantages and how generative AI fixes each one.