As customer expectations rise and pressure on contact centers increases, there’s been a growing demand for deeper, real-time insights that help operations get to the heart of customer issues. The answer? Conversation intelligence. But what is conversation intelligence? It’s an AI-powered technology with the potential to impact customer and colleague experiences alike. In this guide,…

To meet the demands of rapidly evolving customer expectations, you’d be hard pressed to find a neater, more strategic solution than contact center automation. By automating routine tasks, you free up more time to train agents, develop water-tight processes and learn from the goldmine of insights held within your customer interactions. But automation within the…

In the modern contact center, the sheer volume of interactions offers a goldmine of insights into customer behavior and agent performance. evaluagentCX has long been at the forefront of providing a robust quality assurance platform that automates QA processes and uncovers key insights from conversation data.  With the ability to export data into third-party Business…

There is so much scope for simplification in today’s contact centers. Team Leaders and evaluators alike face high pressure and intense workloads, which can sometimes result in quality assurance (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…

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!

As we plough forward with global digitalisation and see weekly, mind-blowing strides in AI, one thing remains critical as far as the Customer Experience goes…Customers want a humanised experience.

In today’s competitive business landscape, exceptional customer service is crucial for success. Contact centres, whether focused on inbound or outbound calls, SMS, chat, email, or social interactions, play a critical role in delivering outstanding customer experiences. To achieve this, contact centre technologies are key. In this article, we’ll outline ten key contact centre technologies that…

The value of an effective call centre script cannot be overstated when it comes to providing a consistent and high quality level of service. The right script can boost sales, improve the customer experience and go a long way towards increasing employee morale. It ensures the customer experience is as consistent as possible across the…

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