-
In The Age Of AI, An Agent’s Soft Skills Still Matter
In the recent past, the commitment to enduring work-from-home setups appeared as an unstoppable trend, something that would last forever. Today we see a mirroring of the widespread belief that artificial intelligence (AI) will imminently make numerous contact center job roles redundant. However, there is a noticeable parallel emerging in the initial enthusiasm surrounding AI…
-
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…
-
Why Should Call Center Leaders Think About Investing In Real-Time Quality Assurance Software
We get it – running a call center is no walk in the park. Juggling between keeping your team motivated, ensuring customer satisfaction, and hitting those KPIs is a real challenge. But we have a secret for you. Yes, we are talking about our software but we’re going to give you some ideas to steal…
-
Is Agent Assist Software Too Complicated?
We’re going to dive into the transformative power of agent assist software, but from a different perspective than you’re used to reading. Agent assist has shaped the future of the front lines at contact centers, but most companies are still missing something. But before we jump into that. We need to talk about the distinction…
-
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…
-
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…
-
Emotional Intelligence Training For Your Agents
One of the most important aspects when dealing with customers is not only knowing the right answer to questions but also understanding how to deal with emotional situations. In customer service, every interaction matters. Contact center supervisors understand this far too well. This is where emotional intelligence training comes into play, paving the way for…
-
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…
-
The Crucial Role of Efficient Quality Assurance Teams
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 QA team consists of just…
-
Forecasting with Contact Center Conversation Intelligence Software
Contact centers are at the forefront of delivering exceptional experiences to customers. Being constantly involved with customers via phone, chat, or email, you would expect that contact centers are up to date with the latest trends and technology. While some are… most are far behind. This means many contact centers inaccurately forecast or spend too…
-
Navigating the Future of Customer Experience and Innovation
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 for example. The ability to have real-time call intelligence…
-
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…
Blog
Abstrakt was built to solve your problems.
