Tushar Jain 
Speech analytics is a concept that helps business leaders know their audience better and deliver a great customer experience. Until now, most of sales leaders measured their sales efforts based: the number of calls made by the reps, the answer rate, the stage of … Read more
In 2024, the pursuit of customer-centricity is more pronounced than ever before, and as businesses continue to vie for customer loyalty, understanding and effectively managing brand sentiment becomes paramount. The modern customer is discerning, and their expectations from companies have reached new heights. A … Read more
In today’s fast-changing business world, customers expect top-notch service, and call centers are at the forefront of meeting those expectations. The competition to impress customers and keep them coming back is tougher than ever. In this crucial environment, call centers must step up and … Read more
As conversation intelligence continues to transform the contact centre landscape, businesses look for the finest technologies to improve agent performance and customer experiences. While Observe.AI has garnered significant attention, there are other compelling alternatives in the market. In this article, we will explore the … Read more
According to HubSpot, today, a staggering 47% of sales leaders believe that tracking sales tools is one of the most crucial productivity metrics, while an additional 35% actively monitor adopting these tools to gauge their team’s effectiveness. Whether you’re a startup, a small business, or … Read more
In today’s fast-paced digital landscape, Software as a Service (SaaS) tools have become indispensable for businesses of all sizes. These cloud-based solutions offer cost-effective and efficient ways to streamline operations, boost productivity, and drive growth. As we step into 2024, the demand for SaaS … Read more
Live chat support has become a crucial factor in consumer buying decisions. According to CrazyEgg, “38% of consumers are inclined to make a purchase from a company that provides live chat assistance.” Additionally, Emarketer’s research reveals that 63% of customers are inclined to revisit … Read more
Managing a call center takes too much dedication. But, as it is, nothing is more important than offering satisfying customer service. If you are a call center manager, you have heard a lot of complaints about call center quality already. It really doesn’t matter … Read more
With the advancement in technology, the call center agents are not limited to office space. Call center agents have the luxury of working from anywhere because of high-speed internet availability, cloud networks that powers VoIP and contact center solutions, etc., giving them access to … Read more
Welcome back to our series on the transformational power of ChatGPT in call centers. In our previous articles, we discussed the Best Practices for using ChatGPT in call centers and explored the myriad Benefits of integrating ChatGPT into customer service operations. Today, we delve into the future trends … Read more
