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Improving CSAT Scores with Agent Assist & Quality Management Software
Leaders play a vital role in managing customer expectations and satisfaction regardless of whether they talk to them over the phone or not. Whether you’re in financial services, insurance, or home services, the competition is fierce. Customer expectations are higher than ever and achieving exceptional customer satisfaction is no longer just a nice-to-have… it’s a…
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Why Traditional Contact Center KPIs Fail
In the complex world of call center management, the quest for the perfect KPIs to measure agent performance is often pursued. However, most leaders fail without knowing it. The pursuit often leads to confusion and inefficiency rather than clarity and productivity. During an episode of the Contact Center KPI podcast, Chris Crosby, Founder and CEO…
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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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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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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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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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Top 4 Level AI Alternatives
Level AI was founded in 2019 and has been a main player in the real-time agent assist and automated QA market. With a focus on sales and compliance, Level AI has adapted to the AI boom and is now offering AgentGPT and Generative AI insights. While AI has been a hot topic now for a…
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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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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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How Call Coaching Software Can Help Elevate 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 same for your team, giving you…
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