High Availability In Call Centers

On November 15, 2023

The telephony system in call centers is a critical component that is the heart of the operation. Any disruption to the normal flow of the phone calls will result in a significant damage to the business. For example, let’s look at a busy call center that is unable to accept new calls for few minute […]

Noisy Agents

On November 9, 2023

In call centers, noisy agents can have a significant impact on the quality of service provided to customers. Therefore, it is essential to identify and monitor them to ensure that they are meeting the standards set by the company. Here are some reasons why identifying and monitoring noisy agents is important: Customer experience (CX): The […]

Voice bots in call centers

On November 1, 2023

An emerging technology for call center is the usage of voicebots. The main purpose of introducing bots is to reduce the load from the call center agents. Voicebots are usually the first to receive the telephone call from the customer, provide initial assistance and if required route the call to the best human agent group […]

Noise cancelling headphones for call centers, what’s next?

On September 28, 2023

Noise removal in a call center environment is a challenging task. As opposed to non-human ambient noise like street noise and car horn, the background noise in call centers is actually human voices of people talking in the background. When performing noise removal in a contact center environment the challenge is to identify which of […]

ASR in a Noisy Environment

On September 19, 2023

Automatic Speech Recognition (ASR) is a powerful technology that uses advanced machine learning and artificial intelligence techniques. ASR improves the quality of service while reducing its cost. Modern ASR engines are being trained to recognize different languages and dialects. They can also be trained for an industry-specific vocabulary. Overall, modern ASR engines are very accurate […]

Pincer movement to cancel noise

On September 9, 2023

Noise can be very difficult to cancel especially in crowded environments like call centers and shared workspace. The noise in such locations has two main components: 1- Office sound and static ambient noise 2- Clear voices of other people talking around you While the first component does not sound like human voice, it can be […]

Centralized vs. Local Noise Reduction in Call Centers

On August 21, 2023

In this post we will discuss the difference between a centralized vs. a stand-alone solution to perform noise reduction in call centers. The need to cancel the noise in contact center is obvious as this noise has a direct impact on customer experience, accuracy of voice analytics, security and overall performance of the call center. […]

Noise Map for call centers

On August 7, 2023

Background Call centers suffers from significant ambient noise that is originated from multiple locations like: Other agents talking in the background. The supervisor/team-leaders shouting to instruct or enthuse the agents. A nearby gathering in the coffee corner. Such noise reduces the quality of the calls and directly impacts customer satisfaction. In addition the existence of […]

Seven ways to increase agent’s performance in call centers

On August 2, 2023

Increasing the performance of agents in call centers is crucial for delivering exceptional customer service and achieving business goals. Here are seven ways to enhance agent performance in call centers: 1 – Comprehensive Training. Provide thorough training programs to equip agents with the necessary skills and knowledge. Train them on product/service details, communication techniques, problem-solving, […]

Heat Map

On July 10, 2023

A heat map is a visualization technique that is using different colors to distinguish between the areas based on their heat. The heat can be any phenomenon that we are currently analyzing like: temperature in physics, precipitation in meteorology, birthrate in social science and infection rate in health science. In this post, our heat will […]