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Videos, Infographics & Podcasts

Video

C360 SNAP-INS - RT Assist

Address key Contact Centre software limitations with C360 Snap-Ins. Embrace the power of customisation, flexibility and cost efficiency.

Video

C360 Auto Summary

Transform your contact centre with Contexta360’s Auto Summary! Say goodbye manual summaries—capture customer intents, actions, and outcomes accurately. Cut costs significantly, saving large call centres millions each year. Enhance CX with personalised insights, boost agent productivity, and transform your business. 

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C360 CORE

Contexta360 CORE interaction analytics platform automatically delivers actionable insight and intelligence about your conversations.

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C360 ASSIST

Learn how utilising the latest in AI and machine learning,  can enable your agents to make decisions in real-time, when it matters.

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CX Today

Andrew White – CEO at Contexta360 discusses 10 Speech Analytics Use Cases for the Contact Centre and Beyond with Charlie Mitchell.

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Myth Busters - Speech Analytics

Dave Samuel, CPO at Contexta360 looks at 3 common myths from the world of speech analytics. 

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Quality monitoring reimagined

Dave Samuel, CPO at Contexta360 discusses the importance of quality monitoring and how it is undergoing a transformational shift.

Infographic

The quality monitoring process

A visual journey through the quality monitoring process – from the perspective of improving agent or overall business performance.

Video

Quality monitoring overview

An animated overview of quality monitoring and how it ensures the right knowledge is delivered to the right areas of the business.  

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Product overview

A look at quality monitoring in Contexta360 and the benefits that it brings to the entire organisation.

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How Contexta360 fixes broken processes

Dave Samuel, CPO at Contexta360 gives an overview of broken processes and how C360 can help overcome them. 

Podcast

Broken Processes

Dave Samuel, CPO at Contexta360 discusses the impact of broken processes on call centre organisations and how the situation can be improved for all. 

Video

CX Today

Andrew White – CEO at Contexta360 discusses how to optimise conversations for next-gen CX with Rob Scott.

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How Contexta360 Contact Centre Quality Management enhances Efficiency, and Productivity

Effective contact centre operations are vital for controlling expenses and boosting overall performance.

Quality monitoring allows organisations to:

  • Assess how efficiently agents manage customer interactions
  • Spot bottlenecks and improve processes
  • Monitor key metrics like Average Handle Time (AHT), First Call Resolution (FCR), and interactions handled each hour

By enhancing efficiency and productivity, contact centres can greatly lower operational costs while ensuring excellent service quality.

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How Contexta360 Contact Centre Quality Management enhances Business Metrics for Continuous Improvement

For sustained success, contact centres need to regularly evaluate and respond to essential business metrics.

Effective quality monitoring should:

  • Combine data from multiple sources to offer a comprehensive view of performance
  • Detect trends and patterns affecting customer satisfaction and operational efficiency
  • Inform decisions regarding process enhancements and resource distribution

Through consistent agent coaching, process optimisation, and data-driven decision-making, contact centres can continually adapt to meet evolving customer expectations and industry requirements.

 

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How Contexta360 Contact Centre Quality Management enhances Communication and Soft Skills

Strong communication and interpersonal skills are crucial for fostering positive customer interactions.

Quality monitoring assists in:

  • Evaluating agents’ clarity in communication and ability to build rapport
  • Pinpointing areas for growth in empathy, professionalism, and attentive listening
  • Offering targeted coaching to strengthen these vital skills

By Blending automation and the human element, Contexta360 focuses on developing communication and soft skills results in higher customer satisfaction and more robust customer relationships.

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How Contexta360 Contact Centre Quality Management enhances Customer Satisfaction

At the core of every thriving contact centre is a dedication to customer satisfaction.

By establishing thorough Quality Management procedures, organisations are able to:

  • Evaluate agent performance in fulfilling customer needs and expectations
  • Pinpoint areas needing improvement in client interactions
  • Monitor essential indicators such as Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), and Customer Effort Score (CES)

Boosting customer satisfaction not only fosters greater loyalty but also enhances business metrics and contributes to overall organisational success.

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How Contexta360 Contact Centre Quality Management enhances Compliance and Accuracy

Blending real-time automation with human intervention, Contexta360 helps businesses maintain compliance with protocols, processes and brand and legal standards. 

Quality monitoring plays a significant role:

  • Ensuring staff follow established guidelines
  • Reducing mistakes and inaccuracies during customer calls
  • Tracking important metrics such as compliance ratings and error frequencies

By prioritising compliance and accuracy, contact centres can lower risks, avoid expensive fines, and establish trust with clients.