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Moving to the cloud – Call centre tech migrations

Spearline

Project teams are required to take great care to ensure the quality of services is enhanced, and not impacted by technology issues. Our tests emulate every aspect of a call flow from connectivity to audio quality and DTMF functionality. Call detail record info along with test audio forces ownership of carrier issues.

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5 ways contact centers can reduce customer churn

Spearline

Technological developments and digital channels can play a major role to reduce customer service issues, but systems that aren’t integrated can cause more problems than they solve. Spearline’s latency tests replicate your customers’ call flow allowing you to quantify the amount of latency your customer’s experience.

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How to reduce latency and improve VoIP calls.

Spearline

VoIP (Voice over Internet Protocol) allows individuals to make calls over the internet. VoIP technology converts your voice into a digital signal, allowing you to make a call directly from a computer, a VoIP phone, or other devices. Spearline’s latency test allows you to: Replicate your customers’ call flow.

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Journey to the cloud - contact center communications

Spearline

Leveraging AI - Artificial Intelligence is a key technology promising huge potential. To take advantage of these rapidly evolving technologies, businesses are best positioned in the cloud. Once a call is delivered, recreating call routing logic in the cloud will further alter the caller’s path to an agent.

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Minimize contact center issues by increasing your visibility with proactive monitoring

Spearline

Technical issues – These can include problems with the telephony system, call routing, and other technology that supports your contact center. Apart from number operability, calls being routed incorrectly within the contact center can lead to longer wait times for your customers or agents being unable to handle the call.

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5 Strategies for Optimizing & Improving Call Center Performance

EPIC Connections

Five strategies for improving call center performance: 1.) Use benchmarking reports to understand your current performance and compare it to industry standards. You should also regularly evaluate your call handling processes and call flows to determine if they are aligned with your organization’s current goals.

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The Ultimate Guide to Auto QA in Contact Centers: Revolutionizing Quality with AI

Expivia

Through the lens of OttoQa ‘s advanced AI and prompting technologies, we navigate the intricacies of language proficiency, call etiquette, and the profound art of empathy. After each section on how the prompting works, there is an image with the actual prompt you can use and test!