First-Call Resolution Across Voice, Chat, and Email
First-call resolution (FCR) means the customer’s issue gets solved in the first interaction. No second call, no follow-up chat, no email chain that starts with “checking on this again.”
Call Center QA Scorecards Are Broken, Here’s the Fix
A bad QA scorecard can make good agents sound like robots. When every review hunts for missed phrases and tiny script slips, people stop solving problems and start playing defense. Plenty of teams call that quality, customers do not.
AI Call Summaries in Contact Centers: What Managers Should Check First
AI call summaries take a transcript or recording, pull out the main issue, capture what happened, and turn it into a short note. Contact centers use them to cut after-call work, speed up CRM updates, support QA reviews, and give supervisors a faster read on what happened.
7 Coaching Fixes to Cut Average Handle Time Without Rushing Customers
Average handle time (AHT) is the full length of a customer contact, talk time, hold time, and after-call work. When the process is clunky or the call drifts, everyone feels it. These seven coaching fixes will solve exactly that.
10 Essential Questions to Ask Every Helpdesk Caller
Here, we outline the most effective questions to ask helpdesk callers, ensuring your team captures the precise details needed to solve problems quickly.
How AI Is Advancing Noise Cancellation in the Contact Center
For both agents and customers, poor audio clarity stands in the way of positive experiences and effective issue resolution. Here we examine how to improve the quality of conversations in the contact center..
20 Call Center Problems and How to Solve Them
Here’s a comprehensive guide to 20 common call center problems and practical solutions to overcome them.
Solaria by Gladia: The Next Generation in Multilingual Speech Recognition
Gladia, an AI transcription and audio intelligence provider, today announced the launch of Solaria, a next-gen automatic speech recognition (ASR) model.
Natalie Sehnal Appointed as Director of Fulfilment and Contact Centre Solutions
Whistl, a leading logistics specialists in e-fulfilment, mail and parcels, has appointed Natalie Sehnal as Director of Fulfilment and Contact Centre Solutions.
How to Regain Your Call Center’s Reputation
If your call center is facing negative perceptions, the good news is that there are actionable steps you can take to restore its reputation and set it up for long-term success.