-
Q&A with Matthew Mattson, Front-End Software Engineer at Abstrakt
Today we’ve got the inside scoop on the one and only Matthew (Matt) Mattson. Matt is a Front-End Software Engineer at Abstrakt. Matt is a creative and driven software engineer who loves turning ideas into solutions that make a real impact. Growing up, technology was always part of his life and ultimately led him to…
-
Balancing Employee Safety with Business Continuity
Ensuring employee safety while maintaining operational efficiency has become an increasingly complex challenge. The rise of modern threats and the financial implications of downtime necessitate innovative approaches to safeguarding agents without compromising business continuity. This post explores the key aspects of balancing safety and operations, the role of proactive measures, and how AI-powered solutions can…
-
The Three M’s of Agent Retention
Agent retention is one of the most critical challenges facing companies today, particularly in high-turnover roles like customer service, sales, and support. Losing agents is costly. Not only in terms of recruitment and training but also in lost productivity and institutional knowledge. To combat this, organizations need a strategic framework to foster loyalty and engagement…
-
Things To Consider When Implementing Real-Time Agent Assist & Automated QA
First, let us begin by breaking down any decision related to the implementation of new technology into three phases. People. Process. Technology. Usually, we’ve found organizations take these in the reverse order. For this post, we are going to focus on the technology piece as it relates to the process that people will go through…
-
Enhancing Empathy and Engagement in Customer Service
Customer service leaders everywhere are witnessing an undeniable shift: the rise of AI tools and automation. Yet, the core of outstanding customer service remains grounded in empathy, genuine connection, and trust – qualities that only humans can fully deliver at this point. While AI tools bring undeniable efficiencies, it’s the harmonious blend of technology and…
-
How Agent Assist Software Is Reducing Compliance Risks For Financial Services
As regulations continue to drive more compliance efforts from financial institutions, evaluating software solutions has become even more time-consuming. Fines, legal actions, and reputational damage from non-compliance can have a far-reaching impact on an institution’s bottom line. Enter agent assist software. A technology that not only supports compliance but also enhances efficiency. However, vendor research…
-
Leadership Strategies for Optimizing Call Quality
Call quality can make or break customer retention rates. Or even sales if you think about every agent on the phone. For this post, we will focus solely on support and service. If you’re looking for more sales-related help, check this out. For operations leaders, ensuring that their teams deliver high-quality, efficient, and empathetic service…
-
Maximizing Call Center Agent Performance
The performance of call center agents directly impacts your top and bottom lines. With customer expectations continually rising, ensuring peak agent performance is more essential than ever. One way forward-thinking organizations are addressing this need is by leveraging innovative technologies, including agent assist tools and advanced analytics. This blog explores how companies can maximize call…
-
The Role of Automation in Call Compliance
Debt collection agencies and law firms face mounting pressure to stay compliant with ever-changing regulations. The rise of automation and artificial intelligence (AI) has added new layers of complexity, with decision-makers needing to balance innovation with adherence to stringent compliance requirements. Understanding how automation can aid in call compliance is essential for these organizations as…
-
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…
-
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…
-
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…
Blog
Abstrakt was built to solve your problems.
