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Building A Repeatable Call QA Process
Creating a solid QA framework has three parts: To start, we always suggest that you answer these four questions: Standardization of processes Automation Ensure all channels are being monitored Let agents dispute bad scores QA software should work for you, not against you
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How Conversation Intelligence Tools Create A Competitive Advantage
Are you looking for a competitive advantage? Do you need an edge-up? We’re going to show you how conversation intelligence tools can help you create the competitive advantage you need. But first, let’s break down what a conversion intelligence tool typically includes. 1) Speech-to-text This is the part that converts spoken words into text that
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Why Google Bard matters (because my parents can explain it)
Here at Abstrakt, we knew about Google’s Bard back in 2020, even though it wasn’t formally released until February of 2023. We’ve been using Bard and the Language Model for Dialogue Applications (LaMDA) before it was cool. So when ChatGPT came out, and my parents (along with investors and customers) started asking us about its
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Outsourcing Contact Centers Q&A: Everything you need to know
Modern technology has made it easier than ever to outsource contact centers when companies are looking to offload costs. If you’re interested in potentially moving your contact center offshore, you’ll probably have a lot of questions you need answered before you feel confident doing so. At The Cattalyst, we’ve spent more than 20 years fielding
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Top 3 Abstrakt Alternatives
Abstrakt was founded in 2020 by Greg Reffner. The idea was simple: provide a real-time solution to reps and agents. He spent many years as a sales rep and sales leader frustrated with coaching always being so reactive. Now Abstrakt’s real-time call guidance is helping teams across the world. That’s right, recommended responses are prompted
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The hype behind AI Call Coaching Software
It was a hidden gem before 2023 that is now surfacing across many industries. Building off the hype around AI in general, this type of software possesses technology that could change how agents and reps operate in just a few years. One year ago, people knew what AI was. Today, you can’t swing a bat
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The Future of Chatbots is Here
And we’re going to tell you why they are essential for your contact center’s success. As technology advances, businesses are constantly looking for ways to improve their customer service experience. One of the most recent trends in customer service is the rise of chatbots. They have become popular in many industries, including healthcare, banking, and
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Transformation of the Conversational Intelligence Industry Over the Last Five Years
Over the last five years, the conversational intelligence industry has undergone a significant transformation. And it’s all due to the advancements in artificial intelligence (AI). Five years ago, the market wasn’t saturated like it is now. If you google “conversational intelligence software”, you’ll see pages and pages of companies now offering a solution. The industry
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8 Best Agent Assist Software in 2024
If you’re in the customer service world, you’ve probably heard of agent assist software. But what most people don’t realize is how advanced this type of technology has become. Agent assist is synonymous with real-time call guidance. Your agents always know the right thing to say and when to say it. Plus with more companies
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Everything You Need To Know About Conversational Intelligence Software
Just as the title says. Everything you need to know about conversational intelligence software. Our last blog which had everything you need to know about real-time call coaching software was a hit. So we thought… Why not do the same thing for conversational intelligence software? Luckily, the conversation intelligence market has depth and a lot
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Is Our Definition of Agent Coaching Broken?
As we begin exploring these differences, I think the better question would be “What is coaching?” One must first have a basic understanding of what coaching is before applying it to the art and science of the contact center world. I can personally think back throughout my professional career, my time playing sports, and my
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Give Your Customer Service Team Your Attention (Plus QA Hacks)
Customer service is not a revenue-generating arm of most businesses. Therefore, the attention remains on cutting costs and becoming more efficient. Not necessarily giving customer service teams the resources or agents they need to be the most effective. However, customer service is a critical aspect of any business, as it helps to ensure customer satisfaction