Tushar Jain
If you run a contact center for a UK financial firm, FCA compliance now lives on your phone lines. The Consumer Duty raises the bar for everyday conversations. You must prove your service helps customers reach good outcomes, not just avoid bad ones. The Duty … Read more
Great CSAT depends on great agents. But how do you coach them consistently? Traditional coaching methods are slow, inconsistent, and can’t scale. Weekly sit-downs and random call reviews just don’t cut it when you’re dealing with thousands of customer interactions. As a result, over … Read more
Customer experience is no longer a “nice-to-have”; it’s mission-critical. In fact, even one bad support interaction can push 80% of customers toward a competitor. No wonder 80% of businesses plan to boost their customer service budgets next year. Companies are doubling down on CX … Read more
What if your call center had an AI manager that could learn, adapt, and make decisions on its own? Traditional call center AI has limits. It’s often static, scripted, and struggles with the unexpected. Think of basic chatbots or rigid QA checklists; they only … Read more
This call is being recorded for quality assurance. You hear that line all the time. It was initially there only for legal reasons. Companies needed proof of what was said. Today, that short sentence means much more. Every saved call is a goldmine of … Read more
How to Monitor Call Center Performance in 2025 Today’s contact centers are fast, digital, and under pressure to deliver stellar service. Monitoring performance isn’t about spying or micromanaging; it’s about discovering what works, fixing what doesn’t, and lifting both agent morale and the customer … Read more
What if you could review every customer call, without adding a single QA analyst? No missed insights, no coaching delays, no compliance risks. That’s the promise of AI-driven call quality assurance. AI QA tools automatically analyze 100% of calls using speech analytics, sentiment detection, … Read more
Call quality can make or break a customer’s support experience. In today’s omnichannel world, phone calls still reign supreme for urgent support. 59% of customers rank a phone call as their top support preference. That means your call center’s audio quality isn’t just a … Read more
Inbound call centers are your brand’s frontline. One bad call can lose you a customer, so nailing every interaction is a must. Think about it: nearly 73% of customers say they’ve switched brands because of a poor customer service experience. Even in a world … Read more
Let’s face it – your agents are spending way too much time on stuff that’s pretty boring. You know like, copying information between systems, updating customer records, or writing the same follow-up emails over and over. Research shows that around 40% of employees’ time … Read more
