There is a revolution happening in the contact centre industry that has made a new superpower available to brands, but what is that superpower?…
AI is having a huge impact on contact centres, that is no secret, but there are different approaches to adopting AI, but the best way to harness it’s power is not always clear. The focus for many businesses is cost saving, but at ResQ we have seen a bigger benefit, we are using AI to unlock powerful new ways for our clients to gain an advantage over their competitors.
The team at ResQ have published a new whitepaper that lifts the lid on the different ways contact centres are adopting AI and reveals ResQ’s new superpower…
There are some incredible opportunities for gaining a competitive edge with AI and our CEO Gill Marchbank gives her take on the industry and provides her viewpoint on how AI tech should be employed.
In addition to exploring different strategic approaches to the adoption of AI, this whitepaper provides an end-to-end guide to help you roll out AI in your contact centre, including shaping strategy, managing process, risk management, providing case studies across different industries of successful and failed AI initiatives.
Our CTO Giles Cook gives an interview that opens the bonnet on our AI journey and how we have implemented AI at ResQ.
What is the impact of AI on the people that work in contact centres? This is explored in detail and our Director of People, Steven Thompson gives us his insights on the effect the roll out of our iQ has had on our team.
What Is ResQ iQ?
ResQ iQ is not just a concept, it’s a fully deployed, revenue generating AI-powered platform that captures and analyses 100% of customer calls — with over 99% transcription accuracy, delivering real-time insights, compliance monitoring, sales optimisation, and agent coaching. It’s built on the belief that every conversation contains value, and we shouldn’t leave that value on the table.
iQ has been developed over the past four years and powers over 1,100 seats across ResQ operations, delivering positive commercial outcomes every dayiQ has been developed over the past four years and powers over 1,100 seats across ResQ operations, delivering positive commercial outcomes every day.
Key features include:
Sales AI: Insights and coaching based on ResQ’s proven GRIPS sales methodology to help your team maximise sales effectiveness..
Q-AI: Real-time quality scoring based on your custom scorecards, calibrated by experienced QA professionals.
Voice of the Customer: Customer insight and sentiment tracking, with identification of and issues based on tracking across all conversations.
Complaint Flagging: Automatic identification of risk language and escalation triggers. Predictive modules that help ensure compliance.
Key features include:
- Q-AI: Real-time quality scoring based on your custom scorecards, calibrated by experienced QA professionals.
- Voice of the Customer: Customer insight and sentiment tracking, with identification of and issues based on tracking across all conversations.
- Complaint Flagging: Automatic identification of risk language and escalation triggers. Predictive modules that help ensure compliance.
- Sales AI: Insights and coaching based on ResQ’s proven GRIPS sales methodology to help your team maximise sales effectiveness.
And because it’s built in-house by a team who live and breathe contact centres, ResQ iQ integrates seamlessly into operations — whether you’re managing an in-house team or using an offshore solution like ResQ’s South Africa operation.
Download the whitepaper now to find out more about
iQ and implementing AI in your contact centre
Some of the contents include:
- Real-world examples of how AI is driving value in customer service and sales.
- Where to start with AI strategy and how to shape your process roadmap
- How to use AI to reduce complaints and improve CSAT
- The AI maturity model for contact centre
- Interviews and insights from the leadership at ResQ.
- A deep dive into using AI to ensure compliance with insights from John Cadden, ResQ’s Director of Governance.
The underlying message from ResQ is this: the best results happen when AI supports humans, not replaces them. That’s why we’ve built ResQ iQ to elevate agent performance — delivering better outcomes for clients, and more satisfaction and success for the people delivering those calls every day.
