When it comes to contact center analytics, the most fruitful information lies in knowing what the customer talks about and what caused them to call – something that is often only captured in approximate terms by an interactive voice response system and the contact centre agents. In this blog, we talk about how advanced math-heavy approaches from the discipline of machine learning can offer considerable benefits.
Contact centers are frequently viewed as a necessary expense for a company. Many companies see contact center costs rising, quality declining, and may not even know of missed opportunities, such as upselling or developing customer analytics insights.
Smarter Contact Centers with Machine Learning Print
Modified on: Tue, 9 Feb, 2021 at 5:00 PM
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