Attending SOCAP 2019? Get the Most out of the Conference!
Next week is SOCAP’s annual conference, Re-Imagine Customer Care. The title alone has me excited to learn about new processes and technology for improving and, dare I say, re-imagining customer care. If you are attending the conference to learn more about the changes in customer care, you are not alone. More C-level executives rank customer […]
Telemarketing Software Done Right
Telemarketing is a huge field in the contact center industry. Almost every company and contact center engages in telemarketing, whether it’s to connect with customers more closely or generate leads to pursue. As a result, many innovative technologies have been created and used by contact centers to reach more customers more efficiently.
Computer Telephony Integration: Boosting Call Center Efficiency
WHAT IS COMPUTER TELEPHONY INTEGRATION? Computer telephony integration, or CTI, is any technology that allows interactions on a telephone and a computer to be integrated or coordinated. This allows call center agents to perform call-related tasks directly from their desktops.
RoboCops – Deploying AI for Call Center Quality Assurance
Call center quality assurance is a daunting challenge that contact centers face. Thousands, sometimes millions, of interactions go through contact centers on a daily basis, making it impossible for manager and team leads to effectively monitor all contact center interactions. For many contact centers, only 1% to 2% of interactions on a single channel are […]
Call Center Quality Assurance Best Practices
It isn’t easy guaranteeing an amazing experience every time a customer interacts with your agents. Call center quality assurance (QA) is hard to get right, requiring time and effort to monitor thousands of interactions that happen each day. In this blog, we will cover some call center quality assurance best practices to make implementing quality […]