Question Categories: Contact Center Automation

AI-powered call routing improves efficiency by connecting customers to the right agent faster, reducing wait times, lowering transfers, and boosting first-call resolution (FCR). It uses data and intelligence — not guesswork — to match callers with the best resource available. Let’s break this down … Read more

Auto QA stands for Automated Quality Assurance. It uses AI and software to automatically monitor and score calls in call centers.  Instead of managers manually listening to calls, Auto QA does the heavy lifting. It helps track how well agents handle customer calls, ensuring … Read more