Despite the numerous digital channels available to engage customers, voice is still seen as the most critical channel of all.
Calls into contact centers are increasingly the first human interaction a customer has with a brand and too often agents aren’t empowered to provide excellent experiences. Resource strapped contact centers can’t afford to have agents feeling left in the lurch and overworked coaches guessing at what elements of the customer experience need improvement.
The solution lies in using Conversational AI and scoring all calls.
Discover the many benefits of arming agents with information about callers before they say “hello”, combined with enhanced data-driven post-call coaching.
You will learn: