Revolutionizing Contact Center Quality Assurance

Featured: Ted Hunting, Senior Vice President of Marketing at Bright Pattern

You can’t improve what you can’t measure. During our recent webinar with Alpa Shah, Global VP from Frost & Sullivan, Alpa noted that improving the customer experience was the No. 1 business goal, but ironically most companies don’t measure the quality of customer experience interactions.

Our own recent study found most companies only measure the quality of their voice channel but are unable to measure the quality of digital channels like chat, email, bots, and messengers.

And although voice is typically measured, companies use a sampling approach where less than 1% of interactions are measured.

Luckily artificial intelligence can address this gap in customer experience quality management.  AI can in real-time see the sentiment of 100% of interactions on every single channel and provide this information to agents immediately wherever they are located. Supervisors can search for low sentiment interactions on any channel, review recordings, grade and score the agent, and provide proactive coaching to improve the agent’s performance before one bad interaction becomes many.

Data from these interactions can be displayed on quality management dashboards for contact center managers and leaders. The sentiment of interactions can be seen by channel, by customer segment, or even by journey type. For example, a bank could view credit card interactions vs. mortgage interactions. Additionally a company with geographically dispersed agents can view the quality of at home agents vs. Omaha agents.

In short, most companies don’t measure the quality of most interactions on most channels, but thanks to AI these interactions can be measured quickly, easily and automatically.

For the full guide on how to seamlessly integrate AI into a remote workforce, check out the full ebook “Contact Center AI for Remote Workforces”.

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