It’s crucial to start somewhere, as monitoring your employee experience (EX) is the first line of defense for your enterprise’s customer experience (CX).
Agents are more frequently working from home, which brings new challenges and considerations for organizations to optimize performance and maximize ROI even with a distributed workforce.
The use of artificial intelligence in an enterprise call center is not to replace your agents, but to empower them with the insights about their behavior as well as the customer’s. Enterprises can apply machine learning to find the full value from inbound and outbound calls.
By leveraging this powerful technology, brands can access a wealth of value, optimize their customer experience, and in turn increase profits through more effective customer retention.
Voice Analytics has been empowering frontline workers in contact centers and organizations for years, but 86% of businesses report that they need better technology-enabled insights to really gain value from their data. The value of these analytics can be transformational for enterprises.