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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
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10-Point Checklist for Evaluating AI Quality Assurance Software
Hearing all about AI quality assurance software, but not sure where to start? You’re in the right place. When it comes to artificial intelligence (AI), there are many different options that companies can choose from. In the same way, there are plenty of standard quality assurance software options. Today we’re giving you a 10-point checklist
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What Problems Is AI Solving in Call Centers
Artificial intelligence is used to automate and enhance various aspects of customer interactions and support services in call centers. There are a variety of different options when it comes to AI usage in a call center. And even more! AI is all around us and some may not even realize how much it is being
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Why Google Bard matters (because my parents can explain it)
Here at Abstrakt, we knew about Google’s Bard back in 2020, even though it wasn’t formally released until February of 2023. We’ve been using Bard and the Language Model for Dialogue Applications (LaMDA) before it was cool. So when ChatGPT came out, and my parents (along with investors and customers) started asking us about its
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Top 3 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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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
Artificial Intelligence (AI)
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