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Want a voice bot for your support or sales calls? 3 pointers to get you started

09 November in Artificial Intelligence, Call Center, Ozonetel, Telephony For Support

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How to manage and analyse After Call Work in your contact center

03 November in Agent Experience, Call Center, Customer Experience

This primer on After Call Work includes: What is After Call Work?What is the average after-call work in call centers?5 Tips to Reduce ACW and Improve Agent ProductivityHow to use ACW to measure and improve performance What is After Call Work (ACW) or Post-Call Processing? As the name...

Call scheduling for better sales and support

30 October in Ozonetel, Telephony For Sales, Telephony For Support

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How can Speech Analytics tell if my customer is happy or not?

17 October in Speech Analytics

At the beginning and end of every call, your Speech Analytics system displays customer mood on your Agents dashboard. How does a machine understand whether your customer is happy or not? It uses two things: Natural Language Processing Sentiment Analysis Natural Language Processing. Conventionally, people used programming languages to...