Balto

NOVEMBER 28, 2023

Artificial intelligence (AI) has introduced a wide range of solutions that enable faster, more accurate, and more efficient call center quality management. Today, we’ll explore the different opportunities that integrating AI into your call center’s quality management efforts can open up for your business.

Quality management 52

Quality management Call Center Management Contact Center 52

Callminer

APRIL 21, 2020

Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. Productivity and creativity come from the outside…”.

Call Center 182

Call Center Management Scripts Coaching 182

Callminer

FEBRUARY 4, 2021

While customer vulnerability isn’t new, it’s time companies take action to identify vulnerable customers and implement solutions to better equip company representatives and customer service agents to interact with customers experiencing vulnerability. Identifying vulnerable customers so that agents can take the appropriate course of action.

Call Center 345

Call Center Contact Center Finance Consulting 345

Interactions

APRIL 14, 2021

Automation and artificial intelligence (AI) are making significant changes to the way the financial services industry handles consumer credit. Constantly evolving regulations and best practices can make it challenging for companies to decide on the best solutions to improve their businesses.

Virtual Agent 90

Virtual Agent Call flow Call Center Finance 90

CSM Magazine

NOVEMBER 10, 2021

The best chatbot initiatives start with good planning. Magnus Geverts at Calabrio shares his top tips for an automated assistant strategy for improved employee and customer satisfaction. They are also more likely to believe chatbots will have a greater degree of impact than agents aged 45-49 (10%).

Chatbots 52

Chatbots Scripts Analytics Coaching 52

JustCall

APRIL 12, 2023

Look for a tool that provides the necessary features for your sales process, such as call recording, analytics, and integrations with other tools. The best Gong alternative is a customizable, scalable solution that fits businesses of all sizes. Call recording – Record and monitor agent calls to improve quality and performance.

Sales 52

Sales Coaching CRM Contact center software 52

JustCall

APRIL 26, 2022

The pandemic only deepened these trends, making customers even more demanding – be it in the quality of product, fulfillment cycle time, or customer service experience. This is where AI call center solutions come into the picture. The Paradigm Shift: How AI Has Changed Call Centers Forever? Solving customer problems faster.

Call Center 52

Call Center Sales Interactive Voice Response call center software 52

Interactions

APRIL 14, 2021

Automation and artificial intelligence (AI) are making significant changes to the way the financial services industry handles consumer credit. Constantly evolving regulations and best practices can make it challenging for companies to decide on the best solutions to improve their businesses.

Virtual Agent 62

Virtual Agent Call flow Call Center Finance 62

JustCall

APRIL 26, 2022

Conversation intelligence is a category of software that uses artificial intelligence (AI) to analyze speech or text with the objective to derive critical insights from conversations between reps and customers. The AI uses natural language processing (NLP) that converts the words you say into text. AI Scoring. Coaching Insights.

Coaching 52

Coaching Benchmark Sales Analytics 52

Balto

FEBRUARY 6, 2023

But in reality, we found that while many people leave within their first year, a majority of tenured agents spend longer in the contact center than they originally planned — and they’re happy to have done so. There’s plenty of room for advancement: 68% of tenured agents were actively working towards a promotion and 84.7%

Contact Center 52

Contact Center Coaching Surveys Scripts 52

JustCall

APRIL 12, 2023

Using an auto dialer can boost agent productivity and efficiency by as much as 300 to 350% (that is 3x more calls every hour per agent). An auto dialer basically is a system that automatically calls a list(s) of phone numbers to target customers/prospects or allow sales agents to leave messages. A wise decision!

Scripts 52

Scripts Sales CRM Contact Center 52

JustCall

MARCH 9, 2023

In addition to excellent products and services, your business needs to communicate that it values its customers. Contact centers are the best medium of communicating this to your customers to help improve the CSAT score and contact center performance. How will this product improve their quality of life? to get the job done.

Contact Center 40

Contact Center Interactive Voice Response Scripts Self service 40

Fonolo

NOVEMBER 17, 2020

Agents are responding with genuine empathy and care because they are as worried and concerned as their customers about this pandemic and its impact.”. Even if as little as 30% of agents remain WFH, it’ll still be a significant increase in less than a year. AI is here to stay. Contact Center Trends 2021. Increasing Empathy.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Vistio

JULY 11, 2022

So in that, keeping with that theme of new ideas and new theories of how we best offer customer service and customer experience, there’s a lot of interest and focus on self-service technology, bots, chat, automated email, the list goes on and often organizations make speaking to a live agent, the last resort.

Technology 52

Technology Self service Contact Center Analytics 52

JustCall

APRIL 13, 2023

Provides real-time coaching. We will dive deep into the key product features, pros and cons, pricing model, and user reviews to help you make a wise decision. It provides real-time AI insights, training and compliance tools, sentiment analytics, productivity, and support tools to augment your call center functions.

Coaching 10

Coaching CRM Sales Analytics 10