A lot of businesses went into AI expecting relief. Less pressure on teams. Less manual work. Faster operations. Quicker responses. And to be fair, some of that absolutely
There’s so much noise right now around AI in customer experience, with lots of focus on faster responses, lower costs and smaller teams. On the surface, a lot of
(And why most organisations underestimate the shift) There’s a moment most contact centre managers recognise, and it doesn’t arrive with a formal announcement. It usually creeps in gradually,
You notice your contact centre performance isn’t quite right. Average Handle Time creeps up. CSAT begins to fall. Escalations begin to increase. When you start to notice this, how
Ever since we launched call transcription for free to all our customers back at the beginning of 2023, one of the most requested features was
Did you know, your reporting gaps show up fastest in December. Every year, without fail, December exposes the cracks in a contact centre’s data. Suddenly, the reports you trusted all year start to look suspicious.
For years, contact centres have invested heavily in refining IVR menus, tightening call flows, and reducing handle times. The entire service model has been built around the assumption that
December has a strange way of showing you what’s really going on inside your contact centre. As the volumes start to rise, and customer expectations
As November rolls around, the panic sets in for customer service agents. Companies hype up their offers whilst their customers flood in like it’s the
