We monitor calls to ensure that minimum quality standards are achieved. Â However, call monitoring is not only for identifying problems and agent opportunities but also for detecting what is working and cascading it to the entire team. Social media service is evolving and an increasing number of customers are reaching out through these channels, many …
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 to collect insights captured by those calls or text-based chats, but Artificial intelligence (AI) is one that has proven incredibly valuable for the call center sector. AI is an especially …
3 Ways Call Center Quality Improves With Artificial Intelligence Read More »
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 previous month and incorporate it into new documents. This process can become extremely time-consuming, and it is prone to errors. Also, it’s also very difficult to pinpoint trends in the …
