How to use AI to reduce contact center attrition

The contact center agent’s role has never been easy. Long hours, irritated customers, and constant monitoring can lead to quick burnout. But what if AI and automation could help make their jobs more enjoyable? Forward-thinking contact centers know that satisfied employees lead to satisfied customers. By leveraging the latest AI and automation tools, you can…

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Contact center automation: 7 ways to improve performance

There is so much scope for simplification in today’s contact centres. Team Leaders and evaluators alike face high pressure and intense workloads, which can sometimes result in QA being less about improvement and more about ticking boxes.  Thankfully, technology has come a long way in how it can support roles across the contact centre, providing…

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5 predictions shaping the contact center in 2024

It’s beginning to look a lot like… predictions season! With customer expectations shifting, technology advancing and contact centers in high demand, there’s a lot to consider for 2024. Whether it’s ever-evolving tech stacks, or a renewed focus on agent wellbeing, contact centers will have their work cut out for them if they want to ensure…

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AI: Its place in the Contact Center

Learn how AI can help elevate your QA today Download this white paper to learn:  AI for QA has the potential to drive widespread positive changes in contact centers – don’t get left behind. Download the white paper today!

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Beyond the buzz of AI: key considerations for your contact center

AI has been a recurring topic in contact center conversations, particularly in Quality Assurance. But are we losing sight of what’s truly important? Quality Assurance isn’t just about ticking boxes and AI; it’s about setting standards, monitoring performance, providing feedback, and continuous improvement – all aimed at ensuring a consistently high level of customer service….

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How to boost First Contact Resolution with AI’s helping hand

Do your customers rage quit after contacting your company? Do calls turn into complaint fests? Does it take a marathon of contacts to get an issue resolved? If so, your first contact resolution rate could be sabotaging your customer experience. Every unresolved call or chat is a missed opportunity to create a customer evangelist. But…

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Master Quality Assurance across digital channels with AI

Face it, you’re just like the rest of us. Drowning in digital interactions. Emails, chats, social posts – customer conversations are exploding across channels. But is your QA keeping up? You’re not alone if you said “no”.  Call centers once focused heavily on voice interactions, but today’s multi-channel customer service landscape is much more complex….

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3 ways Quality Assurance can revolutionize contact centers 

In the fast-paced, ever-evolving world of customer service, we’ve all come to realize the immense power a single interaction can hold. In this digital age, customers are more informed, more vocal, and have a wider platform to share their experiences. A single tweet or online review can significantly impact business. Now, let’s dive into the…

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How the AI-human partnership drives contact center success

Remember when we feared that AI would kick all hardworking humans to the curb? The apocalyptic vision of robot overlords rendering us all jobless? Well, hold on to your headsets, because the robot revolution inside contact centers is looking rather different.  Instead of plotting their demise, AI has been busy making agents’ lives easier and…

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Is your contact center ready for AI?

We’re excited to bring you a new, free white paper on one of this year’s biggest breakout technologies: Artificial Intelligence. But what does AI actually mean in the context of the contact center? What can it actually do? With uncertainty surrounding AI as an augmenter or replacer of agents, we commissioned data-backed research to uncover…

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