by Beyondqa | Jul 30, 2025 | Artificial Intelligence
Legacy QA systems were never designed for omnichannel, high velocity call center operations. And reviewing only 1-3% of interactions was not beneficial, as it only creates more blind spots and CX friction. If you’re still using traditional QA mechanisms, then your...
by Beyondqa | Jul 17, 2025 | Artificial Intelligence
In the boardroom, performance metrics drive decisions. But, when it comes to ground zero, call center productivity metrics directly impact business outcomes. These metrics are no longer about tracking volumes, and call durations. They serve a bigger purpose of...
by Beyondqa | Jan 2, 2025 | Artificial Intelligence
With customer expectations for faster, personalized, and more accurate service higher than ever, the contact center landscape is evolving rapidly. A lot of technologies and solutions are being introduced in the BPO industry to enhance operational efficiency. Automated...
by Beyondqa | Nov 12, 2024 | Contact center, Artificial Intelligence
Over the past decade, call centers have realized the need to keep their hotlines available 24/7 to improve customer experience and satisfaction. To do this, they introduced AI-based chatbots. However, the robotic, machine-like responses weren’t well received by...
by Beyondqa | Jul 25, 2023 | Artificial Intelligence
In today’s fast-paced and ever-evolving business landscape, contact centers play a crucial role in providing essential customer support and facilitating meaningful interactions between businesses and their clients. It serves as a centralized hub where customers...
