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13 Collections Call Objections
I wish the entire call was as easy as the first 30 seconds. Confirming the person on the other end and stating why you’re calling are easy. What comes next, you have no idea. In a matter of seconds, you need to blunt their knee jerk reaction, mentally process the objection, and say something moderately…
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The Hidden Costs of Not Using AI in Your Contact Center
In today’s highly competitive market, contact centers must balance cost efficiency with delivering fast, high-quality customer service. While AI-powered solutions have transformed many industries, some businesses remain hesitant to implement them due to concerns about complexity, disruption, or budget constraints. However, the real risk isn’t adopting it, it’s the hidden costs of not using AI. …
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Scaling Your QA Process Without Adding Overhead
If you’re managing quality assurance (QA) in any industry, you’re probably feeling the pressure. Compliance regulations are only getting stricter, customer expectations are rising, and interaction volumes are growing. Meanwhile, your QA resources remain the same, or worse, you’re being asked to do “more with less”. Sound familiar? So how do you scale your QA…
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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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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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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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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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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…
Artificial Intelligence (AI)
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