Your Agents can know (at time of call):
- The customer personality and customer sentiment based on call center and digital interactions.
- Likelihood to buy, churn or advance in their journey.
- Personalized recommendations of what to do and what to offer.
- What to say or do to engage
And your Operations and Business Leaders clearly understood.
- What is happening in the centers near real-time through real time augmented intelligence.
- How to automate more calls more effectively
- How to minimize the business disruption and cost of agent churn
- Improve visibility and traceability of ROI and activities in the center.
- How to more effectively cross sell, upsell, avoid customer churn or successfully advance the customer on their journey.
- How to continuously improve the steps agents should take.
- Refined data driven personas enabling greater personalization of experience.
- What works best and does not work.
- The strengths and weaknesses of agents and the center