How Conversation Intelligence Can Help Reduce Agent Turnover
Agent turnover, also known as agent churn, has long been a significant challenge for businesses across industries. In an era where retaining top talent is critical to organizational success, the ability to predict and reduce agent attrition has become increasingly important. One powerful, often underutilized tool to tackle this issue is conversation intelligence. But what […]
Top 10 Call Center Script Best Practices for Improving Customer Experience
Professionals across industries—like actors, content creators, and podcasters—all use scripts to deliver high-quality experiences to their audiences. Call center agents are no different. A well-crafted call center script ensures agents stay on track, deliver consistent responses, and solve problems efficiently without unnecessary delays. Since support agents have varying levels of experience and emotional intelligence, businesses […]
How AI Can Prevent Misselling in Insurance
Misselling in financial services is more common than many realise. Research indicates that a significant percentage of consumers have experienced some form of misselling, with nearly 20% of customers reporting being offered products that were financially unsuitable for their needs and economic situations. This problem isn’t just about poor sales tactics—financial misselling undermines consumer trust […]
Leveraging Machine Learning for Effective Sentiment Analysis
In our AI-driven world, the human desire for meaningful connections remains stronger than ever. We all want to feel heard, valued and understood. Businesses that recognize this are not just focused on customer satisfaction; they’re committed to creating exceptional customer experiences. But let’s be honest: understanding the emotions of every individual is no easy task. […]
How AI is Transforming Customer Service in NBFCs
Did you know that in 2023, AI-powered technologies reduced loan processing times by 60% in India’s digital lending market? As Non-Banking Financial Companies (NBFCs) lead this shift, they are reshaping the financial landscape by offering fast, flexible, and customer-centric services that cater to markets traditionally underserved by banks. Unlike rigid banking systems, the use of […]
Top Strategies to Boost Call Center Agent Productivity Using AI
Did you know that effective call center operations can significantly impact customer satisfaction and retention? How to improve call center performance and call center agent productivity is one of the most crucial goals for managers and executive leadership. When agents operate at peak productivity, your call center can efficiently handle the volume of customer interactions […]
The Role of Gen AI in Boosting Call Center Productivity and Efficiency
Did you know that, on an average, a call center agent handles over 100 calls a day? Therefore, with the rising expectation for quick, personalized service, maintaining high-quality interactions can feel like an uphill battle. How can call centers keep pace with the growing volume of customer interactions while ensuring satisfaction? In the ever-evolving world […]
How LLMs are Driving Better Sentiment Analysis in Call Centers
Generative AI is not only the talk of the town but also transforming industries. However, it’s essential to recognize that not every Large Language Model (LLM) for contact centers is built the same. In the landscape of customer interactions, sentiment analysis is emerging as a pivotal tool that can significantly enhance service quality and customer […]
Call Audits for Call Centers: What They Are and Why They Matter
As a call center manager, understanding how well your call center is performing and finding ways to enhance your team’s output is crucial. This is where call center audits come into play. No matter how well-trained your agents are, performance inconsistencies can arise, especially under pressure. These inconsistencies can lead to dissatisfied customers and lost […]
Empowering Call Center Agents with AI Tools
In an era where customers increasingly rely on self-service channels to resolve routine queries, call center agents are the frontline of customer engagement. As a result, the calls that these frontline heroes handle have become more complex and demanding while maintaining a positive customer experience (CX). Customers expect highly knowledgeable and efficient agents who can […]