Talk of the trade: Conversation intelligence vs. Conversational intelligence in customer interactions

conversation intelligence in customer interactions

In today’s rapidly evolving landscape of communication technology, two terms continue to emerge in roundtable discussions and boardroom deliberations: “Conversation Intelligence” and “Conversational Intelligence.” At first glance, they may appear interchangeable, but in reality, they carry distinct differences that greatly  influence how businesses interact with their customers.   This article aims to explore these differences. […]

Call Quality Monitoring Best Practices for Contact Centre Excellence

call quality monitoring best practices Voyc

Managing a contact centre or even a smaller customer-facing team can be challenging at times, especially when it comes to maintaining high-quality customer interactions. You’re tasked with balancing customer service and customer satisfaction, as well as driving operational excellence and aligning with overall business goals.   Now, consider this: 68% of consumers say they are […]

Top 14 UK Finance Telephony & Communication Systems 2023

Call centre agents are trained to use a telephony system

  In today’s fast-paced business world, effective communication is essential for the success of any organisation. With a plethora of telephony and communication solutions available in the market, choosing the right one can be a daunting task.   To help you make an informed decision, we’ve compiled a list of the top 14 telephony and […]

Data Security in the AI-Powered Call Centre

AI-powered call centre

Tumultuous times set the tone for the era of transparency and data security in the wake of countless data breach scandals running rampant in the tech industry.  Global enterprises (read data powerhouses) find themselves embroiled in a battle royale between privacy and power. Consumers are ready to evict social media companies and institutions that don’t […]

The Importance of Voice AI Tech in Customer Service

Happy woman on the phone outside

Our interaction with technology is changing, and nowhere else is this more prevalent than in the realm of Artificial Intelligence. From employing virtual assistants in our homes to playing with immersive virtual reality in our spare time, the uses seem endless and are otherwise pervading our personal lives.  Having been on the investment radar for […]

Automating Quality Assurance in Contact Centres

Quality assurance manager in a call centre

Does your call centre effectively manage the quality assurance process with minimal losses and maximum insight?   The advent of social media, chatbots and email are mere examples of how digitalisation has transformed the way companies interact with their customers. Throughout the inclusion of these mediums, phone support still remains a popular option for customers and […]