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 Outdated technology … Read More
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The conversation with the customer doesn’t end with the termination of the call
The adage ‘Actions speak louder than words’ resonates in the dynamic interaction between service providers and their customers. According to a recent survey, a staggering 70% of respondents acknowledged businesses making promises in the past year. However, only 60% perceived … Read More
The Benefits of Conversational AI and Automation for Banking and Financial Companies
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 … 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