Skip to main content
Category

Agent Evaluation

Natural Language Understanding and customer service

What is Natural Language Understanding and why is it important to customer service?

By Agent Evaluation, AI & Automation, Contact Centre, Customer Experience, Voice of the Customer (VoC)

Artificial intelligence is an increasing part of business operations, including within the contact centre, where it can be used to power intelligent chatbots or automate existing processes (such as call wrap-ups) to increase efficiency. However, AI is a wide field with multiple techniques and technologies within it – this blog will explore how Natural Language Processing (NLP) and Natural Language…

Read More
customer service quality assurance

The four challenges to quality assurance in customer service

By Agent Evaluation, Call & Screen Recording, Contact Centre, Quality Control & Customer Insights

Consumer expectations are continually rising when it comes to customer service. What does this mean for contact centre priorities for the year ahead? The 2022 ContactBabel UK Contact Centre Decision-Maker’s Guide, sponsored by Enghouse Interactive, has researched current key pain points. And to help customer service teams it includes guidance on how to overcome these problems. Top of this list…

Read More
Improve customer service with data analytics

How data and analytics can improve your customer service performance

By Agent Evaluation, Contact Centre, Customer Experience, Real-Time Speech Analytics, Voice of the Customer (VoC)

In business, data is fast becoming the new oil. While this is true across all parts of the organisation it is particularly relevant within customer service. Companies now have access to huge data volumes about their customers, the employees who interact with them, and supporting processes. Even analogue information (such as voice telephone calls), can now easily be digitised and…

Read More