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First Call Resolution with Tom Moskal
First Call Resolution Tom Moskal, VP of Global Client Services at OP360, joins us to talk all about First Call Resolution. Our second guest to choose this KPI 🙌 This episode is a must listen when it comes to understanding first call resolution and the impact it can have on your contact center. What is […]
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Call Coaching Template for High-Performing 1:1s
Take this template to your next coaching session and see immediate results. Before The Next Coaching Session Agent: Choose 3 to 6 calls that they want to review in the coaching session These calls will be sent to the manager the day BEFORE the session Manager: Keep a running doc of agenda items throughout the […]
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First Contact Resolution with Amas Tenumah
FCR and what you’re doing wrong Our special guest is Amas Tenumah – Author, Consultant, and Co-Host of The Contact Center Show. We’re talking all about FCR (First Contact Resolution). Yes, we are expanding beyond calls and touching on how important FCR is across all channels. What is First Contact Resolution? First Contact Resolution (FCR), […]
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Training and Coaching Your Contact Center Supervisors
Why training and coaching are important One of the most important parts of a successful contact center is the leadership team. Training and coaching your contact center supervisors are just as important as the agents. Experts are constantly listing ways to help agents improve their performance, but supervisors are often forgotten about when it comes […]
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Top 3 Observe AI Alternatives
Observe.AI Alternatives If you haven’t noticed AI is taking over the conversation when it comes to evaluating your tech stack. Whether you currently use Observe AI or are in the initial evaluation stages of adding new software, we’ve put together a breakdown of the top Observe AI alternatives. Keep in mind that new AI call […]
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The Struggles Behind Call Center Compliance
Call center compliance is something that is often talked about, but commonly misunderstood. Most people on the phones can’t fathom a lawsuit happening from something they said – especially agents who are on the phone most of the day. They are following protocols and scripts to help them stay in compliance. But call center compliance […]
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Call Center Management: Everything You Want to Know
Call center management is no easy task. It takes communication, organization, leadership, analysis, and problem-solving skills. Now let’s jump in! What is Call Center Management? When most people think of call center management, they immediately think of operations. Hiring, training, metrics and goals, call quality, and customer satisfaction to name a few. That’s right for […]
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How AI Call Coaching is Helping Teams Level Up
AI call coaching is here to stay … whether you like it or not. First things first, you’re probably wondering what AI call coaching even means. Artificial intelligence (AI) is being thrown around with every word and at least point it just means something is being automated. Yes and no. AI call coaching is essentially […]
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8 Best Agent Assist Software in 2023
If you’re in the customer service world, you’ve probably heard of agent assist software. But what most people don’t realize is how advanced this type of technology has become. Agent assist is synonymous with real-time call coaching. Your agents always know the right thing to say and when to say it. Plus with more companies […]
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How to effectively coach call center agents
Coaching call center agents is a critical part of the customer experience. It can make or break a call center’s ability to serve customers efficiently and effectively, but it’s not always easy to do. As with any skill, there are many ways to go about coaching agents without being effective. The goal of this post […]
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Call Scorecard Templates
Why this call scorecard template? At Abstrakt, we’ve analyzed over 5.8 million calls and have customers across many industries. We’ve seen what works and what doesn’t work. That’s why we’ve put together this awesome template that you can steal. It’s formatted in a Google Sheet so all you have to do is make a copy. […]
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Will call intelligence software take over call centers
It is possible that call intelligence software (AI-based) could be used to handle some tasks currently performed by call center agents. However, it is improbable that this software will completely take over the agent’s role altogether as many people still want to talk directly to a human. AI technology did handle about 20% of customer […]
Call Center Coaching
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