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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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Balancing Safety & Operations with Aaron Slavin
Aaron Slavin, a compliance call center expert with over 10 years of experience, joined us on the Contact Center KPI podcast to share his secrets on balancing employee safety with operations. The compliance world is not always the “fun” thing to talk about, but ensuring employees are safe while maintaining a profitable business is important.…
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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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Contact Center Coaching Guide
Every team, whether it’s a professional sports team or high school mathletes, everyone has a “coach”. Contact centers are no different. The coach at a contact center is generally the supervisor or manager of the group. However, most people don’t think of themselves as a “coach”. This is why we created this contact center coaching…
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The Downside to Yerkes-Dodson and Parkinson’s Law in Call Coaching
Today we’re going to dive into the explanation of procrastination when it comes to call coaching and other tasks that shouldn’t take long but end up costing us hours each week. Have you heard of Parkinson’s law? If not… this is essentially what it is: If you have ever been given a deadline, and waited…
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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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Top 4 Balto Alternatives
The buying process for software has changed. The power is in the buyer’s hands, the way it should be. Leaders like you are doing due diligence on a company before they decide to sign a contract. This means checking out their competitors to see what other options are available. Let’s dive into the top Balto…
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How AI Call Coaching is Helping Teams Level Up
… 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 software that uses a type of artificial…
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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…
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Call Scorecards and QA: Why they should never be fully automated
With the evolution of technology (especially in 2023), automation is all around us. We are partially right. Let’s explain why. Automation has a place, but also why we believe there will always be a human element – at least for the foreseeable future. “The global automation as a service market is expected to grow from…
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How to Create a Better Team with Remote Call Training
Investing in call training for your team ranks just as important as onboarding new team members properly. The reps or agents on the phone need to be … Personalize Your Call Training Programs. Personalization takes more time, but … Here are some examples of each: Positive: ”It was great that you managed to complete all…
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All you need in this life is ignorance and confidence
In the first episode of The Startup Sidekick Podcast. Kyle Burnett joins Clare Dobson to discuss what it’s like being on the ground floor as a Co-Founder and if all of the hard work was worth it. Plus here about his new adventure, Little Taller.
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