As a result of the ongoing trend of “the Great Resignation,” where employees are quitting their jobs voluntarily due to various factors such as lack of career growth opportunities and high living expenses, the contact center industry is experiencing the consequences of increased agent attrition and difficulties in onboarding new agents. However, with the emergence […]
If you wouldn’t trust someone with basic car maintenance skills to fix the brakes on your car, or someone with only a Red Cross first aid certificate to perform open heart surgery, then how can you expect your employees to work effectively and confidently in a completely different environment without the necessary skills? Incorporating emotional […]
Rising concerns about workplace safety are being driven by factors such as increased work demands, inadequate employee support, and the introduction of new technologies. Business leaders are increasingly worried that workplace safety will become more challenging to maintain due to shifts in employee mental health and talent retention, with over one-third of them sharing this […]
The contact center is frequently the primary point of contact between a company and its customers, both before and after a purchase is made. The performance of a call center is largely dependent on the competence and professionalism of its agents. Therefore, it is crucial to provide agents with adequate training, tools, and techniques to […]
A few decades ago, businesses invested in call centers to improve their relationships with customers by offering a way to inquire or complain about their products or services. These centers mainly relied on fixed-line telephone lines, which worked well for linear communication. However, with the advent of advanced communication technologies, customers now have various means […]
Many businesses miss out on valuable insights due to inaccurate transcription in their call centers. This highlights the crucial role that transcription accuracy plays in the success of a business. Companies are now using conversation intelligence and quality assurance (QA) automation solutions to extract insights from frontline interactions in call centers. However, one critical element […]
Appreciating the Value of Artificial Intelligence in Customer Service and AI Agent Support In today’s digital age, customers want fast, efficient, and personalized customer service. To deliver on these expectations, businesses are turning to Artificial Intelligence (AI). AI-powered customer service solutions can automate routine tasks, analyze customer data, and provide tailored recommendations to enhance the […]
Nowadays, most of the words used over sales calls are based on human intuition. But Human intuition has its limits. Our research suggests that there are a host of words that kill a sales deal. The data science team at ODIO have analyzed 10000+ B2B sales call recordings using our conversational intelligence platform. Every call […]
We have seen a lot of people claiming that women are said to be better sellers or men are said to be better sellers. All these claims are mostly stated out of intuition instead of with a solid reason. So our team at ODIO recorded, speaker-separated, transcribed, and analyzed 10000+ sales calls of men and […]
Speech analytics is basically a technological software that analyses calls by transcribing them into text for delving deeper in order to derive intricate insights, trends and metrics. These are derived to assess agent performance for constructive feedback and improvement. Moreover, it helps to understand the dynamics of the customer trends which further helps the organisation […]