Author: Clare Dobson – VP of Marketing
With experience from SaaS to home services to non-profits, Clare has built proven go-to-market plans that have led to scalable growth. She has been with Abstrakt since January 2022 as employee #2.
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How Agent Assist Software Is Reducing Compliance Risks For Financial Services
As regulations continue to drive more compliance efforts from financial institutions, evaluating software solutions has become even more time-consuming. Fines, legal actions, and reputational damage from non-compliance can have a far-reaching impact on an institution’s bottom line. Enter agent assist software. A technology that not only supports compliance but also enhances efficiency. However, vendor research…
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Maximizing Call Center Agent Performance
The performance of call center agents directly impacts your top and bottom lines. With customer expectations continually rising, ensuring peak agent performance is more essential than ever. One way forward-thinking organizations are addressing this need is by leveraging innovative technologies, including agent assist tools and advanced analytics. This blog explores how companies can maximize call…
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Improving CSAT Scores with Agent Assist & Quality Management Software
Leaders play a vital role in managing customer expectations and satisfaction regardless of whether they talk to them over the phone or not. Whether you’re in financial services, insurance, or home services, the competition is fierce. Customer expectations are higher than ever and achieving exceptional customer satisfaction is no longer just a nice-to-have… it’s a…
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2024 Market Study
Over the past six months, we’ve seen a change in the marketplace. But instead of just telling you there has been a change, we are revealing the details so that you can put them into action today. If you’re interested in our 2023 Market Study, view that here. 1. Customer satisfaction rates increased by 22%…
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Why Traditional Contact Center KPIs Fail
In the complex world of call center management, the quest for the perfect KPIs to measure agent performance is often pursued. However, most leaders fail without knowing it. The pursuit often leads to confusion and inefficiency rather than clarity and productivity. During an episode of the Contact Center KPI podcast, Chris Crosby, Founder and CEO…
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Balancing Service Level and Occupancy in Call Centers
Key performance indicators (KPIs) like service level and occupancy are pivotal when it comes to measuring operational efficiency and customer satisfaction in call centers. However, striking the right balance between those two KPIs for your call center is where the challenge lies. This post will explore the importance of service level and occupancy, their interplay,…
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Reasons You Don’t Need Agent Assist Software
As many operations leaders know, AI is a hot topic. But agent assist software isn’t anything new. But with the advancements in natural language processing (a branch of AI), agent assist has taken off and for the better. It’s been proven to improve customer service and boost agent productivity, making agents more effective and efficient.…
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Abstrakt and Intelligent Contacts Announce Strategic Partnership
PHOENIX, May 28, 2024 /PRNewswire/ — Abstrakt Corp, a real-time call guidance and automated QA software, announced that the company now integrates with the leading cloud contact center software provider, Intelligent Contacts. This collaboration aims to bring transformative solutions to the financial services and collections industries, enhancing efficiency, compliance, and the overall customer experience. “Our partnership with Abstrakt pairs…
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Generative AI Risk Assessment
The hype around AI is real. However, most people we speak with are unsure of the implications it may have on their business. We’re here to help. This AI risk assessment will help you both internally and when evaluating vendors with AI solutions. 1. Understanding the risk level of adding new technology When it comes…
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Call Scorecards 101
When your company deals with thousands of calls every week, every interaction is a building block of brand reputation. While it may be your agent’s 30th answered call of the day, it may be your customer’s first time calling in. Think about that. Ensuring excellence is not just a goal anymore, it’s a necessity. This…
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Understanding The Call Center Software Market In 2024
In the world of customer service, call centers serve as the backbone of businesses striving for exceptional customer experience. As operations leaders, your role in optimizing call center efficiency and effectiveness is pivotal. In 2024, the call center software market continues to expand and innovate, offering a myriad of solutions tailored to meet the diverse…
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Why Should Call Center Leaders Think About Investing In Real-Time Quality Assurance Software
We get it – running a call center is no walk in the park. Juggling between keeping your team motivated, ensuring customer satisfaction, and hitting those KPIs is a real challenge. But we have a secret for you. Yes, we are talking about our software but we’re going to give you some ideas to steal…
