Contact Center Insights: ACI’s Learning Series
At ACI, we are committed to empowering North American businesses to deliver exceptional customer experiences that drive growth and build lasting loyalty. Our mission is centered on leveraging cutting-edge technology and empowering talented people to deliver solutions and services that drive real results for clients.
Video Series Overview: From KPIs to Outsourcing Basics
To support this, we believe in fostering a deeper understanding of the critical elements that contribute to contact center excellence. The following series of videos offers practical insights into essential contact center management topics, such as Understanding and Managing Key Performance Indicators like
- Service Level
- Average Handle Time (AHT)
- Customer Satisfaction (CSAT)
- First Call Resolution (FCR)
Improving Agent Performance Optimizing Operations with tools like IVR and Voice Analytics and navigating the basics of Outsourcing Relationships
Our Commitment to Your Success
We offer these resources to help the broader business community enhance their contact center operations, driving efficiency and improving customer interactions, which ultimately supports business objectives and financial performance. Understanding these fundamentals is key to delivering the kind of service that drives growth and builds lasting loyalty for your customers. We hope these videos provide valuable knowledge that contributes to your success