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Outsourcing Contact Centers Q&A: Everything you need to know
Modern technology has made it easier than ever to outsource contact centers when companies are looking to offload costs. If you’re interested in potentially moving your contact center offshore, you’ll probably have a lot of questions you need answered before you feel confident doing so. At The Cattalyst, we’ve spent more than 20 years fielding…
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Top 5 Abstrakt Alternatives
Abstrakt was founded in 2020 by Greg Reffner. The idea was simple: provide a real-time solution to reps and agents. He spent many years as a sales rep and sales leader frustrated with coaching always being so reactive. Now Abstrakt’s real-time call guidance is helping teams across the world. That’s right, recommended responses are prompted…
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The hype behind AI Call Coaching Software
It was a hidden gem before 2023 that is now surfacing across many industries. Building off the hype around AI in general, this type of software possesses technology that could change how agents and reps operate in just a few years. One year ago, people knew what AI was. Today, you can’t swing a bat…
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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! 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 the most part, but we…
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The Future of Chatbots is Here
And we’re going to tell you why they are essential for your contact center’s success. As technology advances, businesses are constantly looking for ways to improve their customer service experience. One of the most recent trends in customer service is the rise of chatbots. They have become popular in many industries, including healthcare, banking, and…
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Transformation of the Conversational Intelligence Industry Over the Last Five Years
Over the last five years, the conversational intelligence industry has undergone a significant transformation. And it’s all due to the advancements in artificial intelligence (AI). Five years ago, the market wasn’t saturated like it is now. If you google “conversational intelligence software”, you’ll see pages and pages of companies now offering a solution. The industry…
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Top 4 Balto Alternatives
The buying process for software has changed. The power is in the buyer’s hands, the way it should be. Leaders like you 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. Let’s dive into the top Balto…
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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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8 Best Agent Assist Software in 2024
If you’re in the customer service world, you’ve probably heard of agent assist software. But what most people don’t realize is how advanced this type of technology has become. Agent assist is synonymous with real-time call guidance. Your agents always know the right thing to say and when to say it. Plus with more companies…
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Becoming a BDR in the SaaS World
There are hundreds of thousands of BDRs in the United States alone. The numbers continue to grow as more and more entrepreneurs start their own businesses. Of course, there are down years where SaaS businesses struggle, therefore BDR (business development rep) hiring comes to a halt. But that doesn’t mean there are no companies growing.…
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Everything You Need To Know About Conversational Intelligence Software
Just as the title says. Everything you need to know about conversational intelligence software. Our last blog which had everything you need to know about real-time call coaching software was a hit. So we thought… Why not do the same thing for conversational intelligence software? Luckily, the conversation intelligence market has depth and a lot…
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Is Our Definition of Agent Coaching Broken?
As we begin exploring these differences, I think the better question would be “What is coaching?” One must first have a basic understanding of what coaching is before applying it to the art and science of the contact center world. I can personally think back throughout my professional career, my time playing sports, and my…
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