Allan Dermot

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2026-10-17 15:08:38 -

From Checklists to Automation: Improving Call Center Quality Assurance with AI
Imagine this: It’s the end of the month. Your Quality Assurance (QA) team is drowning in a sea of spreadsheets, frantically listening to a tiny fraction of total customer interactions—maybe 1% or 2% if they’re lucky. They’re armed with a rigid, paper-based call center quality assurance checklist, checking boxes for greeting compliance, empathy statements, and mandatory...

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2026-10-05 07:09:20 -

Elevating Your Team: How Call Center QA Software Drives Performance and Quality
In today’s hyper-competitive business landscape, customer experience (CX) is the ultimate differentiator. Customers remember the brands that make their lives easier and quickly abandon the ones that provide frustrating support experiences. For businesses operating a contact center, every interaction counts. But how do you ensure that your agents are consistently delivering exceptional...

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2026-09-16 07:17:03 -

Voice AI for Contact Centers: From IVR to Automated Lead Qualification
Remember the last time you called a customer service line, got trapped in a rigid keypad menu, and found yourself repeatedly screaming “Representative!” into the phone? We’ve all been there. Traditional Interactive Voice Response (IVR) systems have long been the bane of customer experience—frustrating, inflexible, and painfully outdated. Fortunately, the contact center...

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Allan Dermot updated the cover photo
2026-09-16 07:07:37 -

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Allan Dermot updated the profile picture
2026-09-16 07:00:59 -

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