Spokn AI

AI Speech Analytics to understand the 'why' behind every call

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Inbound

Blog & Insights

Read the latest on making smart conversations happen in your contact centre.

Categories:

Inbound

09 Jun 2022

6 steps to writing effective contact centre scripts

One of the simplest and most effective tools in your contact centre armoury is conversation scripting and guidance. Creating and adapting conversation scripts that demonstrate efficiency, understanding and a real desire to help customers can help you reduce average handling time (AHT), improve customer experience (CX) and make life considerably easier for stretched employees. Writing...

Finance

17 Aug 2021

The real cost of not having a payment IVR for credit and collections

A few years ago, IVRs (Interactive voice response) were not much loved by consumers, and even today, poorly implemented systems can leave callers fuming on the other end of the phone. But as customers have got more used to talking to technology (think Alexa, Google Assistant and more), and IVR systems have got more sophisticated,...

Inbound

30 Aug 2019

UK industries make more use of cloud contact centre technologies

Call centres are an important part of many UK industries, but a recent report from ContactBabel revealed which sectors employ the most contact centre call agents and the growing use of cloud contact centre technologies across the board. The study, UK Contact Centres: 2019-2023, sheds some light on the way different UK industries make use...

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