Callminer

NOVEMBER 9, 2020

Speech analytics software , for example, enables call centers to review past fraudulent calls, customize a fraudulent scorecard, and leverage real-time analytics to provide guidance to agents while on the call if a call is flagged as potential fraud.

Contact Center 345

Contact Center Engineering Scorecard Retail 345

Hodusoft

NOVEMBER 6, 2024

Compliance Risks For industries with regulatory requirements, a lack of QA can lead to non-compliance issues, resulting in penalties and reputational damage. Service Level Agreements (SLAs): Ensure compliance with SLAs, which outline expected service levels and performance metrics.

Contact Center 52

Contact Center Compliance Net Promoter Score Customer Satisfaction 52

Callminer

SEPTEMBER 5, 2017

The current trend of website optimization through A/B testing, guiding users with AI chat bots, and creating communities and knowledge bases for self-help, leave a call center manager wondering whether customers still need human assistance at all. Jack is a regular public speaker on customer service/experience, AI, and automation.

Mystery Shopping 140

Mystery Shopping Legal Contact Center Start-ups 140

Callminer

FEBRUARY 21, 2018

Without call center monitoring, quality assurance can suffer, customer satisfaction inevitably wanes, and compliance issues can arise. Nenad is the co-founder & CEO of CroatiaTech , a future technology development company that focuses on software & website development, machine learning, AI, VR, AR and mechatronics.

Contact Center 210

Contact Center CRM Technology Technology 210

Execs In The Know

JANUARY 8, 2023

The goal isn’t to just hit a number on a scorecard. An Easy, Efficient, and Agile Tech Stack Technology and artificial intelligence (AI) enabled innovation can play a huge role in outsourcing. Attended AI for agents frees up their capacity to work on empathy with the customer.

Artificial Intelligence 87

Artificial Intelligence Technology Technology Engineering 87

Execs In The Know

FEBRUARY 16, 2023

This guide shares some of the top considerations for making simulation training a part of your agent training program and the benefits of deploying Zenarate AI Coach. By leveraging Zenarate AI Coach, Western Union developed confident, prepared new hire agents before engaging with their first live customer. days to 2 hours.

AI 52

AI Scorecard Contact Center Compliance 52

Gainsight

MAY 18, 2023

By integrating near real-time data and using AI to analyze transactions, businesses can see what they’re spending, improve compliance and avoid possible blind spots in the budget. They have mastered using 360 views, scorecards, and advanced reporting. to over 4.5

Invoicing 52

Invoicing Scorecard Innovation Machine Learning 52