Author: Cole Ackerman – Director of Sales Development
From cold calling to closing deals, Cole has always leaned on conversational intelligence tools throughout his career. He is passionate about finding ways to help those around him accomplish their objectives and strives for that every day.
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The Hidden Inefficiencies in Agent Workflows
In call centers, inefficiencies in agent workflows aren’t a secret. They’re often well-known. Supervisors and ops leaders see them every day: manual note-taking, constant system toggling, outdated scripts. But fixing them can feel overwhelming. Where do you start? What needs to change? How do you avoid disrupting daily operations? That sense of inertia is common. …
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Voice Analytics vs. Speech Analytics: What’s the Difference
If you’ve ever used the terms “voice analytics” and “speech analytics” interchangeably in a meeting – don’t worry, you’re not alone. They sound like corporate twins, wear the same suits, and show up in the same product pitches. But here’s the truth: while they’re related, they serve different (and equally critical) purposes. And if you’re…
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The Hidden Costs of Not Using AI in Your Contact Center
In today’s highly competitive market, contact centers must balance cost efficiency with delivering fast, high-quality customer service. While AI-powered solutions have transformed many industries, some businesses remain hesitant to implement them due to concerns about complexity, disruption, or budget constraints. However, the real risk isn’t adopting it, it’s the hidden costs of not using AI. …
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How Real-Time Agent Assist Software Has Changed QA
You’ve probably heard of agent assist software. It’s nothing new in the contact center world. But the evolution of real-time capabilities is what differentiates today’s software from what it was just five years ago. No longer can companies, or agents, afford to wait until after a call to make changes. The demand for immediate responses,…
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Scaling Your QA Process Without Adding Overhead
If you’re managing quality assurance (QA) in any industry, you’re probably feeling the pressure. Compliance regulations are only getting stricter, customer expectations are rising, and interaction volumes are growing. Meanwhile, your QA resources remain the same, or worse, you’re being asked to do “more with less”. Sound familiar? So how do you scale your QA…
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Future Predictions in Agent Assist Software
Every interaction shapes a customer’s perception, loyalty, and, ultimately, a company’s bottom line. This is where agent assist software comes in. Helping guide agents with the right thing to say at the right time. It’s been a no brainer for companies looking to up their customer service without fully automating it. But there are lots…
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20 Call Center Cheat Codes
It’s not always possible to be at the top of your game 100% of the time. That’s what cheat codes are for. Just like in your favorite video game, cheat codes give you life! But remember, you can’t use all of them at once. We suggest focusing on one or two at a time. Once…
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6 Tips To Mastering Call Center Management
Call center managers are not just leaders, they are the backbone of keeping agents happy while trying to maintain high levels of customer satisfaction. Leading a call center team is no easy task, but effective management is crucial. To excel in this role, managers need a combination of leadership skills, problem-solving ability, and an understanding…
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Improving Customer Satisfaction with Agent Assist & Quality Management Software
Achieving and maintaining high levels of customer satisfaction is paramount for any business striving to thrive in today’s competitive landscape. Contact center supervisors play a critical role in this endeavor, overseeing frontline interactions to ensure they meet the mark. With the advent of innovative tools like agent assist and quality management software, supervisors have at…
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How Real-Time Call Guidance Software Addresses Everyday Problems in Call Centers
We all know everyone is trying to be “more efficient” and “more effective” with their time. It’s no different from call centers to software sales to home repairs. For the VP of Operations and other Operations leaders, you are probably constantly seeking innovative solutions to enhance agent performance, improve customer satisfaction, and streamline operations. One…
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How Contact Center Software Improves Your Company’s Growth KPIs
The role of contact center software has become pivotal for companies aiming to streamline their customer interactions and operations. The old-school ways of Excel spreadsheets and Word documents are in the past. Software is taking over and for a good reason. Let’s say you’re a VP of Operations, optimizing KPIs is not just a goal…
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How AI Can Solve Challenges Around Contact Center Performance Management
Before we dive into the details, let’s refresh our understanding of contact center performance management or as some call it – CCPM. It’s the holistic approach to optimizing call center operations, encompassing everything from agent performance and customer satisfaction to overall efficiency. The traditional methods of manual monitoring and evaluation are time-consuming and prone to…
