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Future Predictions in Agent Assist Software
Every interaction shapes a customer’s perception, loyalty, and, ultimately, a company’s bottom line. This is where agent assist software comes in. Helping guide agents with the right thing to say at the right time. It’s been a no brainer for companies looking to up their customer service without fully automating it. But there are lots…
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The Three M’s of Agent Retention
Agent retention is one of the most critical challenges facing companies today, particularly in high-turnover roles like customer service, sales, and support. Losing agents is costly. Not only in terms of recruitment and training but also in lost productivity and institutional knowledge. To combat this, organizations need a strategic framework to foster loyalty and engagement…
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Things To Consider When Implementing Real-Time Agent Assist & Automated QA
First, let us begin by breaking down any decision related to the implementation of new technology into three phases. People. Process. Technology. Usually, we’ve found organizations take these in the reverse order. For this post, we are going to focus on the technology piece as it relates to the process that people will go through…
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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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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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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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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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QA Feedback Form Template
A QA feedback form is simply a list of questions that helps you evaluate whether or not your agents are following their scripts, being professional, and representing your company correctly. While there are a variety of forms you can use, our customers have seen the most success with these three (plus or minus some of…
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How Call Coaching Software Can Help Elevate Your Career
You might be thinking… How is software going to help me develop my career? We have two sides to this. If you’re an agent, call coaching software can help you hit your KPIs which in turn can lead to a promotion. If you’re a supervisor, it can do the same for your team, giving you…
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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…
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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…
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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…
Agent Coaching Software
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