It’s a voice-driven, or sometimes visually-driven, automated phone system that responds to callers by either voice recognition or touch-tone input. IVR systems greet the client; articulate menu options; and route calls to the appropriate agents, or provide information automatically. In other words, think about … Read more
If you run a call center, you already know – quality is everything. Customers don’t care about your average handle time or your staffing model. What they remember is how that conversation made them feel. One great call can turn a frustrated customer into … Read more
Manual quality audits are slow, subjective, and cover only a fraction of interactions. In today’s fast-paced, high-expectation environment, that’s not enough. AI changes the game by auditing 100% of calls, delivering instant, bias-free scoring, and spotting trends humans often miss. This article explores exactly … Read more
In a call center, quality management is more than checking whether agents “sound polite” or “follow the script.” It’s about making sure every interaction leaves the customer better off than before they called – and that your agents can deliver this consistently, efficiently, and … Read more
Call center quality assurance (QA) used to be a manual, time-consuming job. Supervisors listened to a handful of calls, scored them, and hoped they caught the most important issues. But let’s be honest: when you’re only reviewing 2% of conversations, you’re flying blind 98% … Read more
Quality Assurance (QA) is vital for ensuring customer service and business processes align with an agreed standard. The traditional process of QA still takes a lot of manual effort like listening to customer calls, rereading chat logs, jotting down notes, and scoring the interaction. … Read more
In some industries, customer calls are not just intended to be loose conversations, and they might have rules associated: legal rules, company policies, and even just best practices. Agents may need to say a line there are legal implications to that, or they may … Read more
