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 […]
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 […]
In today’s world, customer service widely involves the use of alphanumeric characters and a lot of confidential numeric data. Such characters are frequently used in serial numbers, passwords, OTP, tracking numbers, financial data, etc. Most of the sales guys and the customer service staff can totally feel the uneasiness in the voice of customers while […]
In the domain of conversational AI, word error rate is an extremely important measure to determine the accuracy of any Automatic Speech Recognition (ASR) system. Simply speaking, it calculates the number of errors in the transcription text produced by the ASR system. In the field of automatic speech recognition, word error rate is the modus […]