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Your Guide to Confident Tech Adoption
Use this checklist to assess your organization’s preparedness for adopting new technology and to guide a successful implementation process. Define Objectives Stakeholder Engagement & Requirements Plan for Risk and Compliance Requirements Download the checklist to see sections 2-6.
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Are You Measuring the Right Call Center KPIs?
Call center leaders track a variety of performance metrics, but are they focusing on the right ones? With so much data available, it’s easy to measure the wrong indicators or rely on vanity metrics that don’t truly reflect customer experience or operational efficiency. In this guide, we’ll explore the most impactful call center KPIs, highlight…
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Voice Analytics vs. Speech Analytics: What’s the Difference
If you’ve ever used the terms “voice analytics” and “speech analytics” interchangeably in a meeting – don’t worry, you’re not alone. They sound like corporate twins, wear the same suits, and show up in the same product pitches. But here’s the truth: while they’re related, they serve different (and equally critical) purposes. And if you’re…
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Managing Remote & Hybrid Call Center Teams
The call center industry has undergone a dramatic shift toward remote and hybrid work models. According to a recent report, over 70% of call centers have transitioned to a remote or hybrid setup, driven by cost savings and employee preference. While these setups offer increased flexibility and access to a broader talent pool, they also…
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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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Avoiding the Pitfalls of Technology Adoption
Adopting new technology can revolutionize your business, boosting efficiency, enhancing customer experience, and solidifying your competitive edge. However, when poorly executed, technology implementation can lead to wasted resources, frustrated teams, and unmet expectations. Industries such as call centers, financial institutions, debt collections, and insurance companies are particularly dependent on technology to handle high customer volumes,…
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Balancing Employee Safety with Business Continuity
Ensuring employee safety while maintaining operational efficiency has become an increasingly complex challenge. The rise of modern threats and the financial implications of downtime necessitate innovative approaches to safeguarding agents without compromising business continuity. This post explores the key aspects of balancing safety and operations, the role of proactive measures, and how AI-powered solutions can…
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Leadership Strategies for Optimizing Call Quality
Call quality can make or break customer retention rates. Or even sales if you think about every agent on the phone. For this post, we will focus solely on support and service. If you’re looking for more sales-related help, check this out. For operations leaders, ensuring that their teams deliver high-quality, efficient, and empathetic service…
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AI First Resolution with Jon Ellsworth
Jonathan Ellsworth, Chief Revenue Officer at ApexCX and over 25 years of experience in the call center space, joins us on the latest episode of the Contact Center KPI podcast. And we dove head first into AI with a new KPI called AI First Resolution. 1. Change management is hard. People want to be told…
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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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Call Scorecards 101
When your company deals with thousands of calls every week, every interaction is a building block of brand reputation. While it may be your agent’s 30th answered call of the day, it may be your customer’s first time calling in. Think about that. Ensuring excellence is not just a goal anymore, it’s a necessity. This…
Call Intelligence
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