OUR BLOG

AI implementation in contact centers

AI implementation in contact centers

  • February 27th, 2020
  • by kwantics

With millions of hours of call data recorded each day, contact centers are sitting on a wealth of information. Information that can help them and their clients in ways that were not thought of before. The impact is huge – from incremental product...

Artificial intelligence and machine learning – Basics

Artificial intelligence and machine learning – Basics

  • February 27th, 2020
  • by kwantics

In a series of articles on AI/ML and their application in contact centers, this is the first article demystifying the technology that is driving a massive change across all industries. Some even say, it is ushering in the fourth industrial r...

Call center agents have a tough job

Call center agents have a tough job

  • February 27th, 2020
  • by kwantics

Contact center environment is a tough place to deliver. Ever wonder how it feels to handle an irate customer? Most times when customers call they are going through a “moment”. Now imagine if handling such customers is your day job? – Stressful ri...

Exploring agents’ personality type – Natural fits and others

Exploring agents’ personality type – Natural fits and others

  • February 27th, 2020
  • by kwantics

Consumers and contact center agents log millions of calls each day. These one-on-one interactions happen up-close and have the potential to affect customer’s experience. It is, hence, important to look under the hood and find out if your agent’s ...

Trying too hard to delight your customer. Is it working?

Trying too hard to delight your customer. Is it working?

  • February 27th, 2020
  • by kwantics

Over the top customer service wins you customer brownie points that will eventually convert into repurchase and recommendations. Well, that is not all. Studies suggest that there is marginal effect on customer loyalty because of abov...