Tushar Jain 
For decades, contact centers have relied on a patchwork of systems — a CRM here, a call system there, a ticketing platform somewhere else. While these systems were critical to keeping operations running, they were never built to think. As customer expectations have risen … Read more
Explore everything you need to know about sales coaching. From the football World Cup to a local cricket match, you’ve seen those enthusiastic coaches. They always try to motivate their team or player, on and off the field. In business-to-business sales, coaches are vital. … Read more
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
Every business success depends largely on customer interactions. How a contact center responds to the queries and grievances of customers is crucial. That’s why it’s essential to monitor every call quality. Call monitoring software can help streamline the process. Let’s talk about call quality … Read more
Explore everything you need to know about the customer effort score. Putting yourself in your customers’ shoes is critical if you truly want to understand their experience with your company. Calculating the Customer Effort Score (CES) allows you to measure just how much effort … 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
