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Can Hybrid Intelligence help Artificial Intelligence and Human Intelligence Coexist?

May 15, 2018 Jim Iyoob Can Hybrid Intelligence help Artificial Intelligence and Human Intelligence Coexist?

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…

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Artificial Intelligence: A Product of Human intelligence

May 11, 2018 Shawndra Tobias Artificial Intelligence: A Product of Human intelligence

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,…

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3 Principles of Quality Monitoring

Apr 25, 2018 Jim Iyoob 3 Principles of Quality Monitoring

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…

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How to Maintain Policy and Procedures for Effective Quality Analysis

Jan 17, 2018 Jim Iyoob How to Maintain Policy and Procedures for Effective Quality Analysis

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…

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3 Ways Call Center Quality Improves With Artificial Intelligence

Jan 06, 2018 Jim Iyoob 3 Ways Call Center Quality Improves With Artificial Intelligence

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…

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Is FCR a contact center metric anymore?

Dec 15, 2017 Amit Kachhawa Is FCR a contact center metric anymore?

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…

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Could an Intelligent Quality Monitoring System Restructure Your Process and Optimize Your Product?

Nov 14, 2017 Jim Iyoob Could an Intelligent Quality Monitoring System Restructure Your Process and Optimize Your Product?

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…

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How to Run an Effective Quality Monitoring Program

Oct 24, 2017 Jim Iyoob How to Run an Effective Quality Monitoring Program

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…

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How Artificial Intelligence Improves Contact Center Industry

Oct 23, 2017 Matt Rocco How Artificial Intelligence Improves Contact Center Industry

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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Five Frequently Asked Questions About Using Call Monitoring to Improve Performance

Oct 18, 2017 Matt Rocco Five Frequently Asked Questions About Using Call Monitoring to Improve Performance

Ensuring that your agents are producing successful calls depends on much more than a thorough initial training. Quality management should be ongoing, involving regular training…

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