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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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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 […]
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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 Scorecards and QA: Why they should never be fully automated
With the evolution of technology (especially in 2023), automation is all around us. With Abstrakt, we originally thought that it should fully automate call scorecards, quality assurance, and call reviews. 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 […]
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Why You Should Be Automating Quality Assurance with AI
Quality assurance (QA) is a critical component of any call center, insurance company, or financial services institution. 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 intelligence (AI) is going to take over their job. […]
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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 of your call notes and expand on next steps …
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Contact Center Coaching Guide: Tips & Tricks
Call coaching can be a challenge in any industry, but when it comes to contact centers, they have their own unique set of challenges. We’ll talk you through the tips and tricks we’ve learned from the top contact centers and the way they handle their call coaching.
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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 …
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7 Great Skills All Contact Center Leaders Need
Being a great leader or finding a great leader is tough. But taking the extra time to find that person or bettering yourself can mean the world to your team …. Make decisions quickly and believe ….
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Future of AI in Sales
Michael Ocean, Co-Founder & CEO of Aurora AI discusses the future of AI in sales. It takes heart and determination to define a new path in software sales. We’ll say it – Real-time call coaching software is ….
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Don’t Trash Your Competition
Leveraging real time call coaching software, as opposed to traditional conversational intelligence platform systems, helps provide sales representatives with talk tracks that make them seem like they are a pro and ready, on day one!
Contact Center
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