Blake Morgan

JANUARY 14, 2025

In this episode of The Modern Customer Podcast, I sit down with Gadi Shamia , CEO an co-founder of Replicant , to discuss why a focused, iterative approach to AI adoption is the smarter path forward. Businesses should: Start with one high-volume call flow for automation.

Customer Centricity 52

Customer Centricity Call Flow Strategy Contact Center 52

BlueOcean

OCTOBER 10, 2016

No matter what action you take, the point is that your journey as a customer started before you made that call. But too many contact centers assume the opposite; that your journey starts the moment an agent picks up the phone. How often is a customer being transferred before they get a resolution?

Customer Journeys 120

Customer Journeys Contact Center Call Flow First Call Resolution 120

TechSee

JANUARY 24, 2019

Innovative ways to provide customers with immediate assistance, guidance and support lies at the heart of every customer-centric organization. Improves customer experience and NPS score. Drives contact center and operational excellence:reduces truck rolls, lowers NFF returns, improves FCR.

Video 141

Video Contact Center Call Flow Financial 141

NobelBiz

FEBRUARY 7, 2022

And we will also discuss 10 tactics to improve Customer Experience through IVR messaging. Why does IVR messaging enhance customer experience? Contact Center Customer Experience always starts with how a customer feels before knowing how a particular technology works. The first impression always lasts!

Contact Center 52

Contact Center Omni-Channel Average Handle Time Consumers 52