When planned campaigns meet live conversations Most companies know which campaigns they plan to run, which customers they want to reach, and which offers should be presented. Many run these campaigns through email or social channels, and those are not the focus here. In contact centres, campaigns are different. But without real-time agent guidance for...
A major telecom provider in Scandinavia relied on a manual quality assurance process for years, constantly spending time and money on evaluating customer service calls. This system was slow and labour-intensive, and quality managers could only review 10 calls per agent per month. This was nowhere near the number of total conversations that were happening...
Customer service quality has always been a core part of any business, big or small, interacting with customers on a daily basis. Customers want the service to be efficient and friendly. The main focus though will always be that the customer needs their issue to be solved. Companies want to continuously ensure customer satisfaction, and...
Customer service interactions are changing rapidly, and businesses turn to automation tools trying to improve efficiency and customer satisfaction. There are a variety of automation options that are being tested and tried, some with impressive results. The innovation of using automatic summaries for conversations can prove to be a game changer for both customers and...
In the realm of customer service, it is important to keep up to date with the latest developments that can benefit your business, the customer, and your Agents. If there is a way to make the process smoother, more efficient, and even more enjoyable for everyone involved, it would be a shame not to take...
In the dynamic realm of AI and Software as a Service (SaaS), particularly for tools specialising in conversational analytics, providing comprehensive support and training to users is crucial. This is where a well-maintained Knowledge Base becomes invaluable. With a focus on e-learning, our Knowledge Base offers a centralised repository of information. This empowers users to...
