Tushar Jain
Congratulations! You’ve built a world-class product. Your marketing team has put their heart and soul into creating a good buzz for this new product. But despite all the hype and excitement, your sales team is not able to convert those leads into sales. They … Read more
As businesses navigate through ever-evolving market dynamics, the demand for sales professionals with refined skills, adaptive techniques, and strategic insight has never been more pronounced. When your sales team is struggling to meet its goals, it’s time to take a closer look at your … Read more
10 best call monitoring systems for your call center Here are the most sought-after call center monitor tools you can try in 2026: Entnu.AI: Best for AI-powered 100% call coverage and coaching. Calabrio ONE: Best for workforce optimization with cloud analytics. Playvox: Best for … Read more
It’s 4:50 p.m. on a Friday. You’re on the phone with customer support, trying to resolve a simple billing issue that’s been nagging you all week. You’ve already been transferred twice, had to repeat your account number three times, and are now on hold … Read more
Even in today’s digital world, customers prefer to talk to customer support on the phone rather than talk to agents on live chat. Talking directly on the phone builds confidence and trust between the customer and agents. Offering voice support becomes critical especially when … Read more
Call quality scores are supposed to be fair. But what happens when three managers give three different scores for the same call? That’s a red flag. Inconsistent QA is more common than you’d think. In fact, 42% of contact center leaders say inconsistent scoring … Read more
From AI-powered quality assurance to real-time analytics to advanced call monitoring, contact centers today are adopting many state-of-the-art technologies to understand customer sentiment, boost agent performance, and drive business growth. Though several great tools help call centers and support teams optimize their end-to-end operations, … Read more
In today’s highly competitive industry, stellar customer service is essential. Customers expect quality, quickness, and efficiency. As businesses become more focused on their customers, communication is critical in shaping their opinions and trust. That’s where speech analytics comes in. It’s a powerful tool that … Read more
You know that awkward pause when a customer says, “Can I speak to your manager?” Yeah, that’s call escalation. It usually means something went sideways. Maybe the agent didn’t have the right info. Maybe the caller was already mad before the phone even rang. … Read more
As a call center business, you toggle between answering calls, processing orders, collecting customer feedback, identifying customer needs, and providing personalized services daily – and sometimes within the same hour. To make your customers happier and keep everything running smoothly, you need a special … Read more
