Is Customer Service Automation worth it?
Customer service expectations are on the rise. Every day on LinkedIn or X, some brand or other is trending because they are quirky, and creative. But how do they have room for creativity, when the sheer load of customer inquiries is overwhelming enough? That’s where customer service automation comes in. With basic service tasks like […]
5 Call Tracking Software Picks for 2024
Take the guesswork out of marketing success. Get software that tracks calls, captures conversation data, and improves lead quality. A call tracking software can offer detailed attribution for marketing efforts and help you optimize ad spend. It tracks phone calls, identifies customer intent, and increases conversion rates by giving you actionable insights. We’ve put together […]
How to Improve Customer Service in Banks?
Banking apps, smart contact centers, and automation with AI have traditional banks on their toes. As FinTech platforms release new financial management tools, expectations from traditional banks have shifted significantly. With an increasing demand for convenience and a rise in remote work, going to branch locations is not a viable solution for many. There’s also […]
Build a High-Impact Quality Assurance Contact Center Process
All successful contact centers are known to prioritize 2 things, customer satisfaction and operational efficiency. This means providing the best customer service at the lowest operating costs possible. That’s where a quality assurance department comes in. A well-structured QA process can help remove inconsistencies, improve agent performance, and increase customer trust. A call center quality […]
Contact Center AI (CCAI): Unlocking Personalized, Efficient Service
Customers are increasingly looking for personalized service experiences. Something that makes them feel that a brand cares about them. Those who offer the best customer service, become champions in the market and have a loyal customer base. But how can you do that at an enterprise level? How do you offer personalized support that is […]
Are AI Calls Legal and How can I Use them Ethically?
Yes, technically, AI calls are legal but their use is now heavily regulated, and rightfully so. These new regulations are there to protect consumers and ensure that businesses act fairly and transparently. As a business, if you don’t comply with these regulations, you are looking at significant penalties and even legal action. But even with […]
What is an AI IVR?
An AI IVR (Interactive Voice Response) is a system that uses Artificial Intelligence in an IVR menu to respond to customer inquiries in a natural and human-like way. Early versions of IVR used number keys on the phone to interact with the users. More recent conversational IVR systems use voice input. These technologies were good […]
Contact Center as a Service (CCaaS), the Contact Center Benchmark
Contact Center as a Service (CCaas) solutions is the greatest development for enterprise-level contact centers in recent years. As a successor to on-site server-based software suites, CCaaS programs offer a unified communications platform that combines PBX (Private Branch Exchange), IVR (Interactive Voice Response), ACD (Automatic Call Distributor), and legacy telephony. With a CCaaS you don’t […]
Call Center Performance Metrics and KPIs for Managers and Clients
Assessing customer service operations and satisfaction levels requires an understanding of call center metrics and KPIs. These metrics are invaluable for both managers and call center clients.
Top 5 AI Phone Providers in 2024: Expert Review of Competitors, Alternatives, Pricing, and Features
As a contact center, you’re no longer in the early days of figuring out how to handle customer inquiries. You have a steady stream of calls, your service metrics are solid, and now you’re looking to reduce overhead while scaling your operation. This article walks you through the top AI call-answering services in the space […]