Category: Tools And Technologies

Contact Center Quality Management: Automated vs Traditional Approach

12/21/2020

Quality management is important in every business. It is even more important when you are running an internal contact center for a firm in the services sector. Whether your firm’s services are financial or legal, your contact center is a huge determinant of customer satisfaction which in turn determines sales.

Some reports estimate that contact centers in huge countries like the US sometimes record over 300,000 hours of audio daily, for quality assurance purposes.

To analyze all these data, companies can choose either traditional or automated quality management processes.

In this article, we'll be comparing the automated and traditional approaches. The intention of the article is to help in making the decision to opt for a digital transformation of your call centre’s quality management process.

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Why NeoSound tech solutions are the best choice: Top 12 Reasons

12/15/2020

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Photo by Andrea Piacquadio from Pexels

Numerous successful companies now deliver a comprehensive range of capabilities built into their CRM product suites that can significantly enhance customer service while allowing more efficient insight on the end of call centre agents.

NeoSound Tech Solutions provides a variety of personalized and integrated software solutions that combine AI and deep learning with call tracking, reporting, and communication features to increase customer loyalty and maximize the agent's effectiveness and performance.

These capabilities are made available via a customized dashboard that enhances agent and call administration, allowing for more detailed KPI monitoring and enhancement areas.

Using AI-based automation technology such as NeoSound can significantly boost a call centre's productivity and offer critical information that can contribute to decreasing operating expenses.

Let's look at the top 12 technical capabilities and reasons to choose NeoSound as your call centre Quality Management software provider and technology partner.

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5 steps to adopting AI in call centres

11/3/2020

We have all heard of the wonders of AI technology. By now, everyone knows that AI does not necessarily mean the alt-human technology we have seen so many times in futuristic sci-fi movies. AI today is a plethora of intelligent computer programs that help make daily tasks easier.

AI has been useful to many industries, call centres being one of them. AI has been deployed to handle mundane tasks and has also been quite helpful in optimising human interaction. However, altering your call centre’s structure to incorporate AI technology might be quite a complicated process.

What are the AI Tools a Call Center should Have?

10/7/2020

Right from early call-routing systems, to interactive voice response (IVR) systems are widely used by call centers today. Call centers have always led the way in the adoption of technological innovation. Now, AI is the latest innovation being adopted by call centers worldwide. And it has already started to revolutionize the industry.

Traditional call centers have always been dogged by several problems. Customer care reps have to rely on their natural senses to detect changes in customers’ moods. Also, they typically spend most of the call time searching for answers to customers’ questions. And then, there are language and cultural barriers, which are even more apparent in diverse societies like the US and Europe.

Blog.

Contact Center Quality Management: Automated vs Traditional Approach

Why NeoSound tech solutions are the best choice: Top 12 Reasons

5 steps to adopting AI in call centres

What are the AI Tools a Call Center should Have?

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