Скачать или смотреть Call Center Analytics - Enhancing Customer Service using Actionable Insights (AI)

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Presented by Swati Sharma, AI Lead - Head of Data Science at Brillio

Call centers are an integral service component for most businesses. They enable the business to serve their customers by responding to concerns and even generate revenue by recommending additional services or products. Call centers significantly aid in reducing customer attrition and function as a form of marketing to a growing customer base. Additionally, call center agents – especially those that are directly employed, further promote company values and ethos when conversing with customers.
Realizing that call centers add financial value despite being a costly operation, it is critical to assess the impact of service. Traditionally, each call is documented via a form and simple metrics are computed. Operational managers are unable to obtain critical insights because dissecting each call is an extremely time-consuming endeavor.
Call Center Actionable Insights (CCAI) is an AI solution, that dynamically extracts valuable insights, behavior indicators, and KPIs. These critical insights present an indispensable health check, support root cause analysis, and drive an efficient and effective call center. Furthermore, these actionable insights can lead to subsequent advancements through further intelligent automation.