23rd Nov 2020

Happy customers, engaged agents, better outcomes: The power of voice data in contact centres

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As modern customer service evolves, the complexity of calls handled in contact centres is growing. Advances in automation technology and self-service tools mean that 73% of customers now call in to specifically address concerns, meaning conversations are likely to be more difficult and time-consuming. For the average contact centre agent, work is becoming more challenging, sometimes less engaging, and potentially more emotionally draining.

It’s time to view contact centre conversations not just as interactions, but as a rich data set to be mined and utilised.

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