CMSWire Contributor Tod Chisholm breaks down why banking call centers are getting harder, not easier. With up to 65% of back-office tasks automated, agents are left handling the most complex, stressful calls. One fix: offer a callback. It turns a negative 3 NPS into a 28.
Your AI closed the ticket in nine seconds. Your customer is still fuming. Congratulations, you optimized the wrong thing.
That's the trap in most AI customer service scorecards, according to @Nextiva co-founder and CEO Tomas Gorny. Deflection rate, first contact resolution and
CMSWire Columnist Pierre DeBois breaks down how Netflix measures the marketing A/B tests cannot touch. Its Quasimodo tool randomizes whole media markets instead of people, turning every campaign launch, takedown and relaunch into a fresh statistical read.
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