Tushar Jain
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
You already know customer experience is everything. But are you actually using the data from every conversation to drive it? Here are the 7 ways speech analytics delivers real value fast: Improves customer satisfaction and real-time experience Elevates agent performance through evidence-based coaching Drives … 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
Call analytics is a high-tech solution for many business tasks. It applies to call center operations, sales, and customer service. Below are some of the most important things you need to know about this ground-breaking technology. You’ve probably heard the expression, “Data is the … Read more
Wondering what are some top sought-after tools to try in 2026? Let’s explore! Let’s face it – you’ve gotten a message from a family member on WhatsApp that says, “Hey, we need to talk about something later.” The text seemed quite general, and you … Read more
In the dynamic world of sales, staying ahead of the game requires more than just a charismatic smile and a firm handshake. Successful sales professionals understand the importance of leveraging data and statistics to make informed decisions and fine-tune their strategies. In a landscape … Read more
Voice of Customer (VoC) analysis is how contact centers turn thousands of daily conversations into clear, confident decisions. It’s not just surveys, It’s every call recording, chat log, and complaint that is analyzed systematically to reveal what people actually think about your brand. The … Read more
Most support teams move fast. New hires are on the phones in a few days. Managers focus on KPIs, schedules, and customer complaints. Training often gets rushed or skipped. But customers don’t wait. And agents can’t succeed without the right support. Customer service training … Read more
