-
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! 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 the most part, but we…
-
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…
-
8 Best Agent Assist Software in 2024
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 guidance. Your agents always know the right thing to say and when to say it. Plus with more companies…
-
How to Effectively Coach Call Center Agents
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 is to help you learn how to coach your team effectively so…
-
Call Scorecard Templates
At Abstrakt, we’ve analyzed over 10.2 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. Then you can tweak the…
-
Will call intelligence software take over call centers
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 service requests in 20221. In just 2019, the market for call center AI technology was around $800 million and it’s expected…
-
How to use data to scale your Call Center Coaching
Scaling any business, but especially call centers, can be challenging because you are relying on the people you hire to act like owners by giving them more responsibility and trust than most companies. One of the most important factors that we see missing from companies looking to scale their teams or businesses is coaching. Up…
Call Center Coaching
Abstrakt was built to solve your problems.
