From Cost to Revenue Focus: How Conversation Intelligence Drives Contact Centre Transformation
Contact centres (CCs) are the bedrock of business-customer engagement. It is where relationships are nurtured, trust is built (or broken), and long term loyalty is rivetted. But despite contact centres playing a crucial role in supporting business growth, why are CCs still viewed as cost centres? Because the traditional way of evaluating them is broken. […]
Balancing Human Touch with AI in Contact Centres: The New Intelligence Playbook
Contact centres often face this dilemma: prioritise human empathy-based interactions or let automated response systems offering limited AI context take up every case it can understand and process? This way of thinking originated from a lack of interplay between human and tech resources for the ultimate goal – providing great customer experiences. But the truth […]
The KPI Paradox: Your Call Center KPIs Are Hiding the Truth
Your AHT and FCR numbers look impressive. So why are customers quietly slipping away? As contact center leaders, we’ve all been trained to focus on operational efficiency. The holy grail of KPIs has long been average handling time (AHT), first-call resolution (FCR), and optimal agent utilization. But here’s the uncomfortable truth: these traditional call center […]
Top 5 Call Audit Templates for QA Teams: A Blueprint for Quality Excellence
Did you know that 89% of customers switch to a competitor after a poor service experience? Of course you know! In an era where customer expectations are off the charts and brand loyalty is a rare bird, being consistent with service is a must. This is where Quality Assurance (QA) plays not only the role […]
10 Metrics Every Call Center Agent Scorecard Must Track
How do you know which agent is delivering results, who is underperforming, and who is quietly costing you money? And more importantly, how do you turn those underperformers into top performers? That’s where the agent scorecard makes a heroic entry, a systematic, data-driven framework designed to evaluate and enhance agent performance during every customer interaction. […]
Agent Scorecard vs. QA Scorecard: What’s the Difference?
If you want to make a call center work better, the most important thing is to make tests that measure the performance of employees really work; one can use Agent Scorecards and QA Scorecards as the most important tools. Indeed, while at first sight, the Agent Scorecards and QA Scorecards look similar, maybe even identical […]
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 […]