Author: Spencer Fossen – VP of Customer Success
Spencer is a husband, father, and SaaS jack of all trades. His goal is to make life easier for the end user at Abstrakt. From sales to CS, his journey has provided him with the insight and experience to understand how to make life easier for those in toughest roles.
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How Call Coaching Software Can Help Elevate Your Career
Call Coaching Software & Your Career You might be thinking… How is software going to help me develop my career? We have two sides to this. If you’re an agent, call coaching software can help you hit your KPIs which in turn can lead to a promotion. If you’re a supervisor, it can do the…
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The Crucial Role of Efficient Quality Assurance Teams
Why Efficient Quality Assurance Matters When customer service is a top priority for a company, which is generally the case, the quality of each conversation is paramount. Companies that handle high call volumes need a quality assurance team that is efficient and effective with their time. Easier said than done. We know that sometimes your…
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Navigating the Future of Customer Experience and Innovation
What do innovation and customer experience have in common? Innovation generally refers to something new or a change made to an existing product or idea that can improve the overall outcome. When innovation is brought into the customer experience, it should either make it quicker or easier for the customer. Let’s look at call intelligence…
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Make The Jump To AI-Powered Conversation Intelligence
Thinking of adding AI-powered conversation intelligence to your team’s toolbox? Look no further as we’re diving into everything you need to know about AI-powered software to help you make the best decision for your company or team. Understanding the problem you’re trying to solve is the very first step before adding another tool to your…
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5 Things to STOP Doing to Improve First Contact Resolution
1. Obsessing OVER your number Every company measures first contact resolution (FCR) differently. It doesn’t matter how wrongly you’re measuring FCR, the most important thing is to continue measuring it the same way to track improvements (or declines) in your team’s efforts. If you focus your energy on improving processes, goals, and your people –…
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The Struggles Behind Call Center Compliance
Call center compliance is something that is often talked about, but commonly misunderstood. Most people on the phones can’t fathom a lawsuit happening from something they said – especially agents who are on the phone most of the day. They are following protocols and scripts to help them stay in compliance. But call center compliance…
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Call Center Management: Everything You Want to Know
Call center management is no easy task. It takes communication, organization, leadership, analysis, and problem-solving skills. Now let’s jump in! What is Call Center Management? When most people think of call center management, they immediately think of operations. Hiring, training, metrics and goals, call quality, and customer satisfaction to name a few. That’s right for…
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Top 4 Balto Alternatives
The market has changed The buying process for software has changed. The power is in the buyer’s hands, the way it should be. Buyers are doing due diligence on a company before they decide to sign a contract. This means checking out their competitors to see what other options are available. Balto Alternatives Abstrakt Yes,…
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How AI Call Coaching is Helping Teams Level Up
AI call coaching is here to stay … whether you like it or not. First things first, you’re probably wondering what AI call coaching even means. Artificial intelligence (AI) is being thrown around with every word and at least point it just means something is being automated. Yes and no. AI call coaching is essentially…
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How to effectively coach call center agents
Coaching call center agents is a critical part of the customer experience. It can make or break a call center’s ability to serve customers efficiently and effectively, but it’s not always easy to do. As with any skill, there are many ways to go about coaching agents without being effective. The goal of this post…
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Best call intelligence software to check out in 2023
With call intelligence software, you first need to understand what problem you’re trying to solve. This will help you pick the right software to fit your business. First, let’s define call intelligence software. Call intelligence software is a type of technology that provides businesses with insights and analysis about their inbound and outbound calls. Essentially,…
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How to Build a Top Tier Sales Tech Stack
Building a sales tech stack from scratch can be daunting for any team. It requires thoughtful consideration of the unique needs of your sales team, the resources available, and the cost of implementing and onboarding each piece. Let’s explore three key steps to creating a top-tier sales tech stack that will work for you to…
