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 Outdated technology has not made this task easy. Regrettably, evaluating sales call recordings often proves to be […]
The saying “Actions speak louder than words” holds true when it comes to the interaction between service providers and their customers and prospects. A survey revealed that 70% of respondents believed that businesses made promises to them in the past year, but only 60% felt that those promises were actually fulfilled. Furthermore, nearly two-thirds of […]
The implementation of conversational AI and automation has the potential to bring about a significant transformation in the banking and financial sectors by streamlining repetitive tasks and enhancing the customer experience. By leveraging AI and automating contact centers, banking and financial services can be made more accessible and user-friendly. The integration of conversational AI in […]
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 […]