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 the beginning and loves being a part of this team.
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The Transformation of Agent Onboarding
Progression requires adaptability. If you’re doing the same things as you were 10 years ago, it’s probably time for change. But we know you’ve heard that before. If you’re looking to refresh your onboarding process for agents or just want to learn more about the different technology that’s out there, then you’re in the right…
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What You’re Missing When It Comes To Call Coaching Techniques
In the fast-paced world of customer service and sales teams, every phone call is an opportunity to make an impression on customers and prospects. One of the ways to improve these conversations is to take a look behind the scenes. AKA… what is happening with your call coaching sessions? An even better question is, “What…
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7 Metric-Boosting Steps to Reduce Call Handle Time
Looking to reduce your average call handle time? Look no further. 1. Know what a GREAT call looks like Your team needs to know what a great call encompasses. Not just the average length, but what is said, how many interruptions occurred, how fast the agent was talking, and so on. Here is a sneak peek…
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10-Point Checklist for Evaluating AI Quality Assurance Software
Hearing all about AI quality assurance software, but not sure where to start? You’re in the right place. When it comes to artificial intelligence (AI), there are many different options that companies can choose from. In the same way, there are plenty of standard quality assurance software options. Today we’re giving you a 10-point checklist…
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Call Coaching Template for High-Performing 1:1s
Agent: Choose 3 to 6 calls that they want to review in the coaching session These calls will be sent to the manager the day BEFORE the session Manager: Keep a running doc of agenda items throughout the week and share it with your agent. Review the calls from the agent before the session BUT…
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Contact Center Coaching Guide
Every team, whether it’s a professional sports team or high school mathletes, everyone has a “coach”. Contact centers are no different. The coach at a contact center is generally the supervisor or manager of the group. However, most people don’t think of themselves as a “coach”. This is why we created this contact center coaching…
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Training and Coaching Your Contact Center Supervisors
One of the most important parts of a successful contact center is the leadership team. Training and coaching your contact center supervisors are just as important as the agents. Experts are constantly listing ways to help agents improve their performance, but supervisors are often forgotten about when it comes to creating a successful team. Education…
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Top 3 Observe AI Alternatives
If you haven’t noticed AI is taking over the conversation when it comes to evaluating your tech stack. Whether you currently use Observe AI or are in the initial evaluation stages of adding new software, we’ve put together a breakdown of the top Observe AI alternatives. Keep in mind that new AI call guidance companies…
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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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Top 5 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…
