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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…
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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…
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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…
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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…
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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…
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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…
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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…
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Tools to Pair with Abstrakt’s Call Coaching Software
We often get asked if Abstrakt can handle chats or email QA. While we would love to say yes, our primary focus is phone calls. Our goal is to be extremely good at everything regarding calls. Not average or second-best. The analogy of going 100 feet deep vs. 100 feet wide comes to mind. Real-time…
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10-Point Checklist for Evaluating AI Quality Assurance Software
Hearing all about AI quality assurance software, but not sure where to start? You’re in the right place. When it comes to artificial intelligence (AI), there are many different options that companies can choose from. In the same way, there are plenty of standard quality assurance software options. Today we’re giving you a 10-point checklist…
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Contact Center Coaching Guide
Every team, whether it’s a professional sports team or high school mathletes, everyone has a “coach”. Contact centers are no different. The coach at a contact center is generally the supervisor or manager of the group. However, most people don’t think of themselves as a “coach”. This is why we created this contact center coaching…
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What Problems Is AI Solving in Call Centers
Artificial intelligence is used to automate and enhance various aspects of customer interactions and support services in call centers. There are a variety of different options when it comes to AI usage in a call center. And even more! AI is all around us and some may not even realize how much it is being…
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