-
10-Point Checklist for Evaluating AI Quality Assurance Software
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 […]
-
Customer Satisfaction Score with John Hoyt
CSAT and why it’s important John Hoyt, Associate Director of Operations Training & Quality Assurance at Kin, joined us on the Contact Center KPI podcast for another stellar episode. This conversation was all about Customer Satisfaction (CSAT) scores. John’s biggest piece of advice – consistency. Leaders tend to be reactive. But consistency, goals, and having […]
-
What Problems is AI Solving in Call Centers
What AI in call centers means 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 […]
-
5 Things to STOP Doing to Improve First Contact Resolution
1. Obsessing OVER your number Every company measures first contact resolution (FCR) differently. It doesn’t matter how wrongly you’re measuring FCR, the most important thing is to continue measuring it the same way to track improvements (or declines) in your team’s efforts. If you focus your energy on improving processes, goals, and your people – […]
-
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 […]
-
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 […]
-
Building a Repeatable Call QA process
Creating a QA Framework Creating a solid QA framework has three parts: To start, we always suggest that you answer these four questions: Best Practices for a Repeatable Call QA Process Standardization of processes Automation Ensure all channels are being monitored Let agents dispute bad scores QA software should work for you, not against you
-
Outsourcing Contact Centers Q&A: Everything you need to know
Background on Outsourcing Modern technology has made it easier than ever to outsource contact centers when companies are looking to offload costs. If you’re interested in potentially moving your contact center offshore, you’ll probably have a lot of questions you need answered before you feel confident doing so. At The Cattalyst, we’ve spent more than […]
-
Give Your Customer Service Team Your Attention (Plus QA Hacks)
Customer service is not a revenue-generating arm of most businesses. Therefore, the attention remains on cutting costs and becoming more efficient. Not necessarily giving customer service teams the resources or agents they need to be the most effective. However, customer service is a critical aspect of any business, as it helps to ensure customer satisfaction […]
-
Call Scorecards and QA: Why they should never be fully automated
With Abstrakt, we originally thought that it should fully automate call scorecards, quality assurance, and call reviews. 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 […]
-
Why You Should Be Automating Quality Assurance with AI
Quality assurance (QA) is a critical component No matter what call center, insurance company, or financial services institution you’re a part of quality assurance is critical. But it’s also time-consuming and repetitive work. Let’s explore how AI can help automate QA and improve your team’s efficiency. Most people immediately jump to the conclusion that artificial […]
-
Measuring and Improving QA scores
QA scores are important to contact centers because they … There are multiple factors that go into improving QA scores – one small change isn’t going to make a big difference. But changing too much isn’t going to change either. There is a balance in how you …
Contact Center Quality Assurance
Abstrakt was built to solve your problems.
