Author Archives: website

Image shows an aquarium with some fish jumping out to insinuates attrition

Mitigating Customer Attrition through Conversational AI and Data Analysis

Service providers face a significant challenge with customer churn Despite the considerable advancements made by telecommunication and cable companies in reducing churn, the rate of customer attrition is currently experiencing an upward trend. Even a slight increase in churn, by … Read More

Animated image showing a robot insinuating IT Help Desk

Enhance the Performance and Efficiency of your IT Help Desk through Conversational AI

The Pandemic has Driven the Need for Enhanced IT Help Desk Performance and Efficiency The COVID-19 pandemic has forced many companies to rapidly undergo digital transformation. The sudden shift to remote work necessitated the adoption of new technologies, resulting in … Read More

A Tele-phone held by a hand with a paper at the back to take notes.

Three Compelling Reasons to Increase Your Engagement with Sales Call Recordings

And How to Cultivate a Productive Practice for Your Team It comes as no surprise that contact center sales organizations and quality assurance teams struggle to dedicate sufficient time to listening to sales call recordings for coaching purposes. Outdated technology … Read More

Image showing voice metrics that is being used for authentication

Why opt for Voice Biometrics instead of passwords in the Banking industry?

Voice Biometrics in the Banking Sector Voice biometrics in the banking sector involves the utilization of voice patterns to identify and authenticate individuals. This technology adds an extra level of security when granting access to systems or applications. Within the … Read More

Animated image of a call center agent working on their MacBook

Substitute Manual Call Center Coaching with Automation

Manual call center coaching typically involves a supervisor or manager working closely with a call center agent to help them improve their performance. The process usually involves several steps, including monitoring calls, providing feedback, and offering additional training or support. … Read More


Exploring the Possibilities of Conversational Marketing for Lead Generation and Revenue Expansion

Conversational marketing is an interactive approach to marketing that utilizes real-time conversations to engage users and propel them efficiently through the customer journey. It creates authentic experiences that foster interactions between consumers and buyers. Conversational Marketing adopts a one-to-one approach, … Read More


Current Priority Investments for Revenue-Generating Contact Centers (It’s Recommended for You as Well)

Driving Revenue: The Vital Importance of Contact Centers in Generating Business Growth In today’s landscape, revenue serves as the lifeblood of every company. The ability for contact centers to transcend their traditional role as cost centers and actively contribute to … Read More


Boosting AHT Effectiveness: 6 Proven Methods to Enhance Efficiency while Maintaining High CSAT

In the contemporary contact center environment, data-driven performance metrics, including the critical Average Handle Time (AHT) for customer interactions, hold utmost importance. AHT is measured across calls, chats, and query resolutions, allowing managers to gauge representative efficiency. The continuous measurement … Read More

An image illustrating a phone conversation between a man and woman, emphasizing the relevance of Automated promise management in business and the advantages of automating the process.

The conversation with the customer doesn’t end with the termination of the call

The adage ‘Actions speak louder than words’ resonates in the dynamic interaction between service providers and their customers. According to a recent survey, a staggering 70% of respondents acknowledged businesses making promises in the past year. However, only 60% perceived … Read More

Illustration showcasing the evolving Role of Chatbots in Customer Service, emphasizing AI and NLP advancements

Reimagining the Role of Chatbots in Customer Service

At what point does a customer service chatbot transcend its basic function? When it engages in natural communication with AI-powered customer service capabilities. The association between chatbots and customer service has been well-established. However, despite their prevalence, customer service chatbots … Read More