In the world of new communication channels, human-assisted channels still lead in usage and customer preference. With voice remaining the top choice for customers, contact center must shift to improving customer experiences through the point of the agent.
Contact center leaders need to find new ways to incentive agents to focus on customer satisfaction by using real time agent facing tools powered by artificial intelligence. Providing quality outcomes after each call necessitates real time tools to empower agents to recognize customer signals.
Using the same technologies, supervisors can enhance agent well-being. These tools aid in measuring what really matters – customer experiences, agent well-being and operational efficiency.
Hear how taking an agent focused approach can elevate agent experience and customer satisfaction.