You’ll be in good company

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….

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…

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….

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…

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…

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…

Last week we held our inaugural Agent Engagement Summit, an event focused entirely on the agent experience and how it can be improved. The atmosphere was upbeat, the lobby was buzzing, and the ideas brilliant… and it was all achieved online!  If you weren’t able to make it (or you simply want to revisit the…

First contact resolution has long been the holy grail of customer service. Resolve that initial call completely and the case is closed, right?  Not so fast. In today’s omnichannel environment, the customer journey doesn’t end when that first call does.  Recent research by ContactBabel reveals first contact resolution ranks highly among priorities for UK and…

Quality Assurance (QA) is an essential component of any Contact Center’s operations, ensuring that customer interactions continuously meet and exceed the desired standards. Over the years, QA practices have evolved from manual processes relying on spreadsheets to incorporating dedicated software solutions. However, with the invention of artificial intelligence (AI), there is a tremendous opportunity to revolutionize QA and achieve unparalleled accuracy and efficiency. So, how do you integrate AI into QA and what is its potential impact on organizations?