How Big Data Analytics Is Gold for Call Centers?
Jul 31, 2019 Shawndra Tobias
Call centers generate data like no other department within a company. Information coming in from the outside, such as customer demographics, common questions, and favorite…
Learn More...Can Hybrid Intelligence help Artificial Intelligence and Human Intelligence Coexist?
May 15, 2018 Jim Iyoob
The days of mentioning artificial intelligence only in the realms of science fiction are long gone. Today, AI is all around us, though many do…
Learn More...Artificial Intelligence: A Product of Human intelligence
May 11, 2018 Shawndra Tobias
Before current contact center technology was widely available, there were very few effective ways for contact center management to increase metrics such as call times,…
Learn More...3 Principles of Quality Monitoring
Apr 25, 2018 Jim Iyoob
In the competitive marketplace today, your business is exactly what your customers say it is. The internet, and social media in particular, give voice to…
Learn More...How to Maintain Policy and Procedures for Effective Quality Analysis
Jan 17, 2018 Jim Iyoob
Quality analysis is an ongoing process in the call center to guarantee that agents are delivering superior customer service. Thus, monitoring is essential to keep…
Learn More...3 Ways Call Center Quality Improves With Artificial Intelligence
Jan 06, 2018 Jim Iyoob
The communication that occurs between customers and agents in your call center hold incredibly valuable information. There are many industry advancements that make it easier…
Learn More...Is FCR a contact center metric anymore?
Dec 15, 2017 Amit Kachhawa
First Call Resolution metric measures the number of calls completed within a single contact between an agent and customer. This is an important performance metric…
Learn More...Could an Intelligent Quality Monitoring System Restructure Your Process and Optimize Your Product?
Nov 14, 2017 Jim Iyoob
Spreadsheets are the traditional method of maintaining data in a call center. However, inconvenient issues can arise when supervisors need to transfer data from a…
Learn More...How to Run an Effective Quality Monitoring Program
Oct 24, 2017 Jim Iyoob
Customers expect superior customer service with each contact. As a company, you cannot offer quality customer service without a plan to measure and monitor the…
Learn More...How Artificial Intelligence Improves Contact Center Industry
Oct 23, 2017 Matt Rocco
Artificial intelligence, or AI, is the gold standard in call center quality monitoring, and for good reason. Today’s automated call center quality monitoring software is…
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