This handbook guides the creation of a modern contact center strategy focused on proactive care, self-service options, and empowering agents. It emphasizes personalized customer service across digital channels, using AI to enhance resolution speed and first contact resolution (FCR). By integrating advanced AI and automation, businesses can deliver seamless, efficient service, ensuring customer satisfaction and loyalty. The strategy aims to evolve traditional service models into customer-centric, omnichannel operations.

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