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Episode 10: Abstrakt's real time call coaching technology, with Greg Reffner
Manage episode 360929644 series 3447443
Greg Reffner is the founder of Abstrakt. Their technology provides real time coaching for call-center agents. The short term importance of this technology is that it significantly improves agent performance. It has shown to decrease agent ramp time by up to 63% and increase CSAT scores by up to 27%. In the long term, I see this technology as being a steppingstone towards full customer service automation in the voice support context.
You can find Greg Reffner on LinkedIn here: https://www.linkedin.com/in/gregreffner/
You can find John Walter on LinkedIn here:
https://www.linkedin.com/in/jowalter/
47 에피소드
Manage episode 360929644 series 3447443
Greg Reffner is the founder of Abstrakt. Their technology provides real time coaching for call-center agents. The short term importance of this technology is that it significantly improves agent performance. It has shown to decrease agent ramp time by up to 63% and increase CSAT scores by up to 27%. In the long term, I see this technology as being a steppingstone towards full customer service automation in the voice support context.
You can find Greg Reffner on LinkedIn here: https://www.linkedin.com/in/gregreffner/
You can find John Walter on LinkedIn here:
https://www.linkedin.com/in/jowalter/
47 에피소드
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