Tushar Jain 
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 2025? 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 Analytics: Everything You Need to Know Understanding your customers’ problems and hearing the VOC analytics is important to get more repeat business and improve your bottom line. Are you ready to harness the power of customer feedback to drive your business … Read more
In simple terms — it’s how you turn your agents into customer heroes. The right training helps them handle tough conversations, stay cool under pressure, and actually solve problems — not just read scripts. But let’s be honest… Most training isn’t built for today’s … Read more
People all around us seem to be talking a lot about artificial intelligence and machine learning. Running a call center? It may be hard to imagine how it can possibly help your use case, correct? It’s not that hard after all. Conversation intelligence software … Read more
Still stuck auditing 2% of your calls? You’re not alone. Call center quality management hasn’t changed much in the last decade. Most teams still rely on manual audits—listening to a handful of random calls and hoping they represent the whole picture. Spoiler alert: they … Read more
If you chat with a few sales professionals, you will likely hear them talk about sales effectiveness. It’s also likely that they will present different definitions and outlooks on the subject. So what is sales effectiveness, and how does it matter for a company? … Read more
