Tushar Jain
Improving quality assurance in your call center requires a systematic approach combining clear metrics, AI-powered automation, continuous coaching, and omnichannel monitoring. The most effective strategy focuses on monitoring 100% of conversations with automated scoring while providing agents with real-time feedback and developmental support This … Read more
What is conversation intelligence? Conversation intelligence is AI-powered technology that automatically transcribes and analyzes voice conversations to extract measurable business insights. This technology transforms sales calls, customer service interactions, and team meetings into structured data you can search, analyze, and act upon. Unlike traditional … Read more
Key use cases of RPA in customer service include FAQ responses, account management, loyalty program administration, and back-office functions like report generation and compliance checks. 15+ RPA use cases transforming customer service in 2026 Here’s your complete quick-reference list of proven RPA use cases: … Read more
A. What is automated call quality monitoring? Automated call quality monitoring uses AI to evaluate customer interactions without manual intervention. The system transcribes calls, analyzes conversations, scores agent performance, and identifies coaching opportunities automatically. Unlike traditional methods that review 2-5% of calls, automation evaluates … Read more
Quick Summary AI agents are revolutionizing call centers by automating routine tasks, improving customer experience, and boosting agent productivity. They handle voice and chat interactions 24/7, reduce operational costs by up to 30%, and enable human agents to focus on complex issues. This guide … Read more
A. What is sentiment analysis in customer experience? Sentiment analysis is the process of using Natural Language Processing (NLP) and Machine Learning (ML) to interpret emotional tone in customer interactions. It automatically classifies text or speech as positive, negative, or neutral while detecting nuanced … Read more
Today’s customers reach out via calls, chats, emails, social media and more, making it hard to see the big picture. Only a handful of interactions get reviewed and agents juggle multiple systems for CRM, telephony, and chat. The result? Frustrated agents, missed issues, and … Read more
Are you confident your firm can prove every customer interaction delivers good outcomes? The FCA has shifted its focus dramatically. The regulator no longer simply detects failures after they happen. It now expects firms to prevent harm before it occurs. This transformation makes compliance … Read more
Customer expectations have reached an all-time high in today’s digital-first world. Your business success depends on delivering seamless experiences that exceed these expectations at every interaction point. A customer experience strategy becomes your roadmap to success. It transforms random touchpoints into meaningful moments that … Read more
You handle dozens of calls every day. Notes pile up. Important details slip through. That costs time and revenue. Speech-to-text flips the script. AI transcription audio to text capabilities capture every word across tens of thousands of minutes, allowing you to search, coach, and … Read more
