Leveraging AI behavioural models to maintain customer satisfaction with work-from-home agents
With COVID-19 plunging many contact centres into the unchartered waters of having an entirely remote workforce, emphasis has been on how managers can empower staff to continue delivering great customer service, working from home.
As a result, automation and artificial intelligence has risen to prominence as a key discussion feature - specifically the enhanced use of AI behaviour models.
Contact centre quality assurance is just one example of a manual process that can be shifted to an automated setting, and is proven to move the needle on customer satisfaction metrics.
In this whitepaper, you'll learn
At NICE, we protect people’s money, ensure their safety and improve their experiences.
Many of the world’s leading companies and organizations are expected to manage these three critical elements of modern living. To do so, they are tapping into the power of data, which has become ubiquitous in both business and life....
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