QEval·4d agoCan AI Actually Learn Your Call Center’s Quality Patterns, or Just Score Against a Checklist?It is the Monday after a holiday promotion. Call volume nearly doubled over the weekend, your team manually reviewed about 40 of 12,000…
TruFyre·5d agoThe Minute AI Can’t Save in Your Contact CentreAI call summaries look brilliant on the dashboard. On the floor, agents rewrite them. Here’s how to build a note people actually keep.
Scarlet Timpernel·Nov 3Obituaries for Jobs, Part 2: Your Call Is Important to UsThe Call Center Agent (also known as: CSR · “a representative” · the voice behind the zero key)
Muhammad Afzal Kalwar·Oct 30Building CallAudit-X: An AI Call Auditing SaaS That Still Works Without an API KeyIn most call centers, QA means a manager listens to a small handful of calls and hopes they’re representative. The rest go unreviewed.
afaics·Oct 29Building a Voice Call Reservation Bot Without Generative LLMs: Our Experience with jev(Note: The architectural decisions and challenges discussed in this article specifically reflect the linguistic nuances and constraints of…
CherryBerryRMS·Oct 235 Things a Restaurant Loses When It Skips Human Backup for Phone OrdersIn 2024, McDonald’s ended a voice-ordering test with IBM that had run for two and a half years at about 100 restaurants. One analyst report…
Call center solution·Oct 23What Does an IVR Service Provider Cost in 2026?Interactive Voice Response (IVR) systems are used to manage incoming calls, provide automated customer service and route the caller to the…A response icon1A response icon1
VM Hunter·Oct 22Your Asterisk AMD Thinks an iPhone Is a Voicemail. Here’s Why and What to Use Instead.iOS 26 call screening is not an answering machine. Timing-based detection cannot tell the difference, and it is costing outbound campaigns…
Altan "Atabarezz" Atabarut·Oct 18☎️ This Is It! #57: AI Is Hanging Up on Human Call Centers🤖 Remember the telephone switchboard ladies? AI is doing to call-center agents what automatic exchanges did to them. And the numbers are…
QEval·Oct 14How Contact Centers Can Catch a Quality Problem Before It Hits Hundreds of CallsA scoring form gets updated on Monday. By Thursday, a small change in how agents read a disclosure has spread across a team of sixty…
