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Gig Economy for Contact Centers with Nate Nammour
Nate Nammour, Director of Partnerships at ShyftOff, joined the Contact Center KPI podcast to discuss a gig economy for contact centers and why the traditional W2 employee isn’t the only way. GigCX is a recent trend that utilizes gig-based workers to handle a company’s customer service efforts. This model can be deployed in a variety…
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6 Tips To Mastering Call Center Management
Call center managers are not just leaders, they are the backbone of keeping agents happy while trying to maintain high levels of customer satisfaction. Leading a call center team is no easy task, but effective management is crucial. To excel in this role, managers need a combination of leadership skills, problem-solving ability, and an understanding…
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Reasons You Don’t Need Agent Assist Software
As many operations leaders know, AI is a hot topic. But agent assist software isn’t anything new. But with the advancements in natural language processing (a branch of AI), agent assist has taken off and for the better. It’s been proven to improve customer service and boost agent productivity, making agents more effective and efficient.…
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Abstrakt and Intelligent Contacts Announce Strategic Partnership
PHOENIX, May 28, 2024 /PRNewswire/ — Abstrakt Corp, a real-time call guidance and automated QA software, announced that the company now integrates with the leading cloud contact center software provider, Intelligent Contacts. This collaboration aims to bring transformative solutions to the financial services and collections industries, enhancing efficiency, compliance, and the overall customer experience. “Our partnership with Abstrakt pairs…
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Agent Attrition with Oliver Catt
Today’s guest is Oliver Catt, Founder of The Cattalyst and we’re diving into agent attrition. A touchy subject in the contact center world. But it’s something that needs to be addressed as the old way of mass hiring, hoping 50% of the agents stay more than 6 months is not working anymore. 1. Understand the…
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Large Language Models, Transformers, and Charades
Large language models (LLMs), in particular GPTs, have captured the world’s attention over the last few years and led the field of Natural Language Processing (NLP) into its new and improved stage of evolution. While LLMs may be based on several different neural network architectures, such as transformers and convolutional and recurrent architectures, most of…
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Top 4 Level AI Alternatives
Level AI was founded in 2019 and has been a main player in the real-time agent assist and automated QA market. With a focus on sales and compliance, Level AI has adapted to the AI boom and is now offering AgentGPT and Generative AI insights. While AI has been a hot topic now for a…
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Generative AI Risk Assessment
The hype around AI is real. However, most people we speak with are unsure of the implications it may have on their business. We’re here to help. This AI risk assessment will help you both internally and when evaluating vendors with AI solutions. 1. Understanding the risk level of adding new technology When it comes…
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Improving Customer Satisfaction with Agent Assist & Quality Management Software
Achieving and maintaining high levels of customer satisfaction is paramount for any business striving to thrive in today’s competitive landscape. Contact center supervisors play a critical role in this endeavor, overseeing frontline interactions to ensure they meet the mark. With the advent of innovative tools like agent assist and quality management software, supervisors have at…
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Customer Experience Score with Brian Jeppesen
Brian Jeppesen, Director of Contact Center Operations at Landry’s, has over 30 years of contact center industry experience. Today he is sharing that experience with you. We’re focusing on the customer experience and the return on experience. 1. Return on experience – How easy do we make it for our customers to do business with…
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Call Scorecards 101
When your company deals with thousands of calls every week, every interaction is a building block of brand reputation. While it may be your agent’s 30th answered call of the day, it may be your customer’s first time calling in. Think about that. Ensuring excellence is not just a goal anymore, it’s a necessity. This…
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Understanding The Call Center Software Market In 2024
In the world of customer service, call centers serve as the backbone of businesses striving for exceptional customer experience. As operations leaders, your role in optimizing call center efficiency and effectiveness is pivotal. In 2024, the call center software market continues to expand and innovate, offering a myriad of solutions tailored to meet the diverse…
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