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 … Read More
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How to Apply Emotional Intelligence in Remote and Hybrid Work Environments?
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 … Read More
The Revolutionizing Impact of AI on Workplace Safety
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 … Read More
Boosting Customer Experience in Call Centers: Seven Coaching Tips That Work
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 … Read More
The Future of Customer Support Lies in the Power of AI
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 … Read More
Importance of transcription accuracy in contact center’s conversation intelligence
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) … Read More
Maximize Customer Service Efficiency with 5 AI-based Techniques
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 … Read More
Top 10 Words Not to be Used in Sales Calls
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 … Read More
How Gender Affects Close Rates in Sales
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 … Read More
Advantages of Using Speech Analytics for Sales
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, … Read More