What is an Outbound Call? How to Handle them Right!
Your phone rings. You glance at the screen. You decide to answer this time. It’s someone trying to sell you something you didn’t expect. Maybe they sound pushy, just reading a script. If you don’t want it, you might hang up fast. Even if you are a little interested, that pushy feeling can be annoying. […]
What is Sales Forecasting? Methods and Techniques!
In today’s fast business world, just guessing about the future isn’t enough. To do well, companies need a good idea of what sales will look like down the road. This is where sales forecasting helps. It’s a key practice, not just a wild guess. What Exactly is Sales Forecasting? Simply put, sales forecasting is about […]
The Business Impact of Missed Customer Escalations and How to Avoid Them
Good customer service is super important for a company to do well and build a good name. It’s how businesses connect with customers, making sure they are happy and keep coming back. But many companies don’t pay enough attention to it. This leads to big problems like unhappy customers, bad reviews, and fewer sales. Bad […]
What is ASR and How it Can Transform Contact Centers?
In today’s rapidly changing business environment, contact center companies are constantly seeking improved means of serving their customers efficiently and speedily. One technology proving extremely useful is Automatic Speech Recognition, or ASR. \ You see it in action when you call your bank and an automated system understands your spoken request like “check my account […]
How to Handle Escalation in Customer Support? What Experts Have to Say.
Making customers happy is super important for any business. But sometimes, things go wrong, and customers get really upset. When a customer’s problem can’t be fixed by the first person they talk to, it often needs to go to someone else – this is called escalation. Knowing what escalation is and how to handle it […]
What is an Agent Scorecard? A Complete Guide for Call Centers
An agent scorecard is a systematic framework designed to evaluate and enhance agent performance during the customer engagement process. Think of it as a report card that assesses your overall potential; an agent scorecard reflects the balance of data and human perception to demonstrate how well an agent is performing. In the experience economy we […]
What Is an AI Phone Call in Customer Service and How Is It Transforming Call Centers?
Have you ever been on the line with a call center, and it turned out the representative you were talking to was an AI instead of a real person? This is the new era of call centers, where AI phone calls have shifted the paradigm of customer service by having intelligent automated conversations. These AI-powered […]
Why Your Business Needs an Auto Call Recording Tool in 2025. Explore its importance in Contact Centers
“This call may be recorded for quality and training purposes.” You most certainly are no stranger to these words, but have you ever been curious about how and where actual recordings of these calls are made? In the current times, contact centers, the automated call recording system has become obligatory for gathering and evaluating customer […]
Is AI Right for My Business? 5 Signs You Need an AI-Driven Speech Solution
Today, you’ve most likely found that artificial intelligence is talked about everywhere in relation to business, especially since it has changed the way companies communicate. However, the question is if AI is suitable for your business or not, and that’s what to consider seriously. AI has been in a pilot phase for a long time, […]
What Happens in a 3-Minute Call? A Microbreakdown Using Speech Analytics
Let’s be honest, three minutes on the phone doesn’t sound like much. It’s barely enough time to brew a coffee, respond to a Slack message, or scroll through your feed. But in a call center, three minutes can be everything. A complaint was raised. A problem solved. A customer saved or lost. But here’s the […]