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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…
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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…
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Leadership Principles with Mike Cowguill
Mike Cowguill, Director of Consumer Engagement & Strategy at Capio, joins us on the most recent Contact Center KPI podcast episode to dive into leadership principles. Mike shares some valuable lessons he’s learned along the way and we promise they will help you become a better leader. 1. The most valuable thing a leader can…
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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…
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QA Scores with Hannah Steiman
Hannah Steiman, President & Chief Strategy Officer at Peak Support, joins up to discuss QA scores and quality as a whole. Quality starts with the best agents and people. But you still need processes and technology to achieve those high scores. 1. Perform a root cause analysis of all unsatisfied customer calls. At Peak Support,…
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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…
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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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Foundation of Company Culture with Peter Ryan
Peter Ryan is the Founder & Chief Analyst at Ryan Strategic Advisor and has over 20 years of experience in the contact center consulting world. Company culture discussions seem to be missing within the contact center community and Peter is here to help you set the foundation to help you get it right. 1. Start with internal…
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20 Call Center Cheat Codes
It’s not always possible to be at the top of your game 100% of the time. That’s what cheat codes are for. Just like in your favorite video game, cheat codes give you life! But remember, you can’t use all of them at once. We suggest focusing on one or two at a time. Once…
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3 Parts of Agent Attrition with Berny Miller
With over 20 years of contact center experience, Berny Miller joins us to dive into agent attrition and broke it down into three things. When it comes to agent attrition, there is no one size fits all. But Berny has a solid method that can help you turn things around starting today. 1. Step back…
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2024 Market Study
Over the past six months, we’ve seen a change in the marketplace. But instead of just telling you there has been a change, we are revealing the details so that you can put them into action today. If you’re interested in our 2023 Market Study, view that here. 1. Customer satisfaction rates increased by 22%…
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AI First Resolution with Jon Ellsworth
Jonathan Ellsworth, Chief Revenue Officer at ApexCX and over 25 years of experience in the call center space, joins us on the latest episode of the Contact Center KPI podcast. And we dove head first into AI with a new KPI called AI First Resolution. 1. Change management is hard. People want to be told…
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