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Why GigCX is Good for Contact Centers
The gig economy has reshaped various industries by offering flexibility and autonomy to workers while meeting the demand for scalable labor solutions. The concept is widely recognized in sectors like transportation and food delivery with giants like Uber and DoorDash leading the charge. However, an emerging frontier for the gig economy is in the realm
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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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Large Language Models, Transformers, and Charades
Large language models (LLMs), in particular GPTs, have captured the world’s attention over the last few years and led the field of Natural Language Processing (NLP) into its new and improved stage of evolution. While LLMs may be based on several different neural network architectures, such as transformers and convolutional and recurrent architectures, most of
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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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In The Age Of AI, An Agent’s Soft Skills Still Matter
In the recent past, the commitment to enduring work-from-home setups appeared as an unstoppable trend, something that would last forever. Today we see a mirroring of the widespread belief that artificial intelligence (AI) will imminently make numerous contact center job roles redundant. However, there is a noticeable parallel emerging in the initial enthusiasm surrounding AI
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Customer Retention & Churn with Eric Sims
Eric Sims, CX cowboy at Leading Edge Connections, joins us on the Contact Center KPI Podcast to discuss the highly requested topic – customer retention and churn. He wanted to take a step back and look at the bigger picture when it came to KPIs and that’s customer retention and churn. 1. Your agent’s happiness
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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
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Is Agent Assist Software Too Complicated?
We’re going to dive into the transformative power of agent assist software, but from a different perspective than you’re used to reading. Agent assist has shaped the future of the front lines at contact centers, but most companies are still missing something. But before we jump into that. We need to talk about the distinction