Tushar Jain
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 2026 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
Did you know labor can eat up to 70% of a call center’s budget? Wages, licenses, and compliance fees also rise each year. Meanwhile, callers expect instant, friendly help around the clock. It’s a recipe for stress. Isn’t it? The good news? You can … Read more
It’s 2025. Your customers expect instant answers. Your agents juggle tools, tabs, and tough conversations. And your call center evaluation form? It can’t still be stuck in 2015. If you’re still using the same old call monitoring checklist to score calls, it’s time for … Read more
It’s Monday morning, your coffee’s still brewing, and suddenly your inbox blows up. Not with sales leads or customer kudos – but with legal notices. Turns out, your call center made a series of robocalls that violated federal rules. Before lunchtime, regulators slap you … Read more
Ever hit “play,” heard a five-second silence, and thought, “Wait… what was that?” That’s the pain of losing a loyal customer after one bad call. In today’s world, call centers are the frontline of your brand. A single awkward pause, forgotten compliance script, or … Read more
