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Image asking the questions that is what is Redaction and why it's important for your contact center?

What is Redaction and why it’s important for your contact center?

Introduction In today’s digitally driven world, contact centers serve as pivotal hubs for businesses to interact with customers. However, amidst the myriad of conversations lies a treasure trove of sensitive information, making data security a top priority. According to a recent study by Statista, the global call center market is projected to reach $496 billion […]

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What is Real-Time agent assist? How does it Work?

Did you know that 79% of consumers prefer live chat for quick responses to their queries? This statistic underscores the growing demand for instantaneous support, making real-time agent assist technology a game-changer in the call center industry. Whenever a customer calls a company’s call center with a complex or urgent issue that requires immediate resolution, […]

Image showing the importance of Automated Quality Assurance in Call Centers

Automated Quality Assurance: Enhancing Contact Center Performance

As we’ve all come to know, Perfect service quality is crucial in the hectic world of call center operations. The call center industry demands impeccable service quality and this is where Automated Quality Assurance (AQA) comes in. Automated Quality Assurance (AQA), where state-of-the-art technology and the art of superior customer service collide. By 2024, over […]

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Predictive analytics in healthcare? What are its Benefits and future?

In a time where decisions are based on data, healthcare stands at the precipice of a transformative journey propelled by predictive analytics. Picture this: a world where ailments are foreseen and prevented, resources are allocated with precision, and patient care is tailored to individual needs. Welcome to the future of healthcare, where predictive analytics reigns […]

Image showing a call center agent performing After Call Work on their computer

What is After Call Work (ACW)? How to Improve it?

Every second matters in the hectic world of customer service. What occurs next after a customer conversation concludes can have a big impact on customer satisfaction and agent productivity. How agents spend their time immediately after a call ends can greatly influence. This time, known as After Call Work (ACW), is a vital yet often […]

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Unleash Next-Gen Support: Generative AI’s Revolutionary Impact

Did you know that by 2025, an astounding 80% of customer service interactions will be handled by AI, as predicted by Gartner? This staggering statistic underscores the seismic shift underway in the realm of customer support, driven by the relentless advancement of technology. Businesses are constantly seeking innovative solutions to meet the evolving needs and […]

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Mastering Productivity Calculation in call centers: 2X Growth with 5 Unique Ways

Introduction In the fast-paced world of Business Process Outsourcing (BPO), specifically call centers, maximizing productivity isn’t just a goal; it’s a necessity. According to a study by Deloitte, 65% of BPOs consider productivity calculation crucial for strategic decision-making. With the ever-growing demands of customers and the competitive landscape, call centers are constantly seeking ways to […]

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Perfect Customer Service Performance Review: A Guide with Examples

Welcome to the ultimate guide on perfecting customer service performance review. In today’s competitive business landscape, customer service excellence is paramount for success. According to a study by Microsoft, 96% of consumers worldwide say customer service plays a crucial role in their choice of loyalty to a brand. Hence, ensuring your team delivers exceptional customer […]