Understanding AHT in BPOs
Efficiency is the most important aspect of any Business Process Outsourcing (BPO) company. One crucial metric that plays a pivotal role in gauging and improving efficiency is the Average Handling Time (AHT). AHT in BPO is a metric that measures the average time taken by a customer service agent to handle a customer interaction from […]
8 Best Contact Center Software Solutions in 2024
What is Contact center software? Contact center software is a comprehensive solution designed to facilitate and enhance communication between businesses and their customers across various channels, such as phone calls, emails, chats, and social media. It provides a centralized platform for managing customer interactions, automating workflows, and optimizing agent performance. Modern contact center software goes […]
The Future of Insurance is Fraud-Proof: How Speech Analytics is Helping in Insurance Fraud Detection
The battle against fraud claims for the insurance industry has become increasingly challenging. Insurance companies are grappling with the rising tide of fraudulent activities, jeopardizing their bottom line and eroding the trust of policyholders. In this scenario, the deployment of advanced technologies and analytical tools has emerged as a game-changer in the form of Insurance […]
8 Best Speech Analytics Companies in India for Your Business
Staying ahead in current times of excellent services requires leveraging cutting-edge technologies that enhance efficiency, customer satisfaction, and overall performance. One such technology making waves in the corporate world is speech analytics. This powerful tool enables organizations to extract valuable insights from spoken language, helping them understand customer sentiments, improve service quality, and drive strategic […]
Generative AI in the Securities Industry: Building a Smarter Future
The securities industry has long been a crucible of innovation, where cutting-edge technology shapes the strategies and decisions that drive global finance. Today, a new wave of technological advancement is cresting, propelled by the transformative power of Generative Artificial Intelligence (Gen AI). Gen AI transcends mere data analysis, venturing into the realm of content creation […]
AI Reshaping Customer Interactions: Top Contact Center Automation Trends Shaking Up 2024
Contact center automation has emerged as a game-changer, redefining the way businesses interact with their customers, especially with the incoming of AI and Conversational intelligence, collectively reshaping the dynamics of customer interactions. As we step into 2024, the integration of advanced technologies continues to mold the contact center industry, fostering advancements in efficiency, scalability, and, […]
Unlocking Hidden Gems: Mining Insights and More with Speech Analytics in Banking
Speech Analytics in Banking For the banking industry, staying ahead of the curve is no longer a mere option, it’s an imperative. Amidst the digital transformation tsunami, a potent wave has risen in the form of Speech Analytics. This groundbreaking technology is no longer just a buzzword; it’s rapidly reshaping the very fabric of how […]
First Call Resolution: Unlocking the Customer Service Superpower
For Customer service, characterized by its rapid pace and heightened expectations, superior customer satisfaction becomes an imperative mission. In this quest for exceptional service, one metric emerges as a defining benchmark – First Call Resolution (FCR). As businesses vie for customer loyalty and positive brand perception, the efficiency and effectiveness of addressing customer issues on […]
Generative AI in Lending: Beyond Automation, Towards Revolution
Generative AI in Lending The financial landscape is undergoing a significant shift, marked by the tangible integration of artificial intelligence (AI) into various industries. AI, once a futuristic buzzword, has evolved into a transformative force with the power to reshape traditional sectors. Among these, the lending industry stands out as a prime candidate for disruption, […]
AI Taking the Reins: How Gen AI is Disrupting the Insurance Industry
Technological advancements in the insurance industry, have become integral for streamlining processes and enhancing overall efficiency. One such groundbreaking development is the integration of Generative Artificial Intelligence (Gen AI) into insurance operations. Gen AI holds the promise of transforming the traditional insurance landscape by addressing critical challenges, disrupting existing norms, and optimizing risk management processes. […]