How automatic QA helps you understand your customers better
A customer says “thanks” at the end of a call… but were they really happy?
Fair enough if you answered yes. But how confident are you that the rest of your customer interactions are hitting the mark?
Should Contact Centres Replace Humans with AI?
It’s a thought-provoking question that has sparked plenty of online debates and the answer isn’t as simple as picking one over the other. The truth is, that the benefits of AI are undeniable in terms of efficiency and handling increasing customer demands. AI can handle massive volumes of interactions while simultaneously providing immediate and consistent […]
Streamlining Data Capture with Dynamic Pop-Up Forms in QContact
Modern day contact centres know only to well that efficient data capture and streamlined workflows are crucial for delivering exceptional customer service. Which is why QContact’s new dynamic pop-up forms feature enables businesses to seamlessly collect essential information during customer interactions.
Unstable cables
The past few months have seen large scale internet disruption across Africa due to submarine cable cuts.
Africa’s vast size coupled with geopolitical reasons makes it more reliant on submarine cables than you would see in the US or Europe, and more akin to a series of islands.
Chat bots and ChatGPT – ready for deployment?
Simple answer – no, it’s not! Chat bots and ChatGPT bots are not ready for deployment. But let us explain why in this blog.
Not every conversation is a ticket.
Many traditional customer support tools want to class every interaction with the customer into a ticket. Customer rings to ask about a product? It’s a ticket. They ring to ask about an order update? Ticket. Every interaction – always a ticket. Not every conversation is a ticket.
Why is your price hidden?
We’ve probably all been there – we see a product or service, we like what we see and we click that link that says Pricing expecting to see, you know, the price.
Communication AI expands functionality
The year has only just started and QContact has already begun releasing new features into the platform. We have launched several new key features for our Communication AI (CAI) product;
AI is hungry for data – does your contact centre have the data?
AI is hungry for data – does your contact centre have the data? There’s an age-old phrase – the more you know, the better you do. This is acutely important for Artificial Intelligence. The more data it has, the better decisions it is better to take, and the better experience for not just the managers, but the agents and customers too.