Most Managers still feel there isn’t enough Actionable Insight in their Contact Centre BI.
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CCA SURVEY
RESULTS ARE IN!
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CCA DEMO
PRESENTATION
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CCA CASE STUDY
PRESENTATION
Voice Bots & NLP The answer to FCR woes?
Voice bots are set to become a game changer in process heavy high volume Contact Centres, not only to deflect significant volumes away from the Contact Centre, but also as a solution which aggressively takes on the persisting struggle between Quality Service (FCR & CSat) and Human Productivity (AHT).
Shrinkage
’The Missing’!
Sounds scary, right? It can be.
Despite rapid advances in technology and the increasing deployment of robots to handle repeatable processes, human resources are still very much in-demand, and at the centre of many of our Operational challenges.
‘Actionable Insight’ in the Contact Centre
Just like ‘the other’ AI (Artificial Intelligence), ‘Actionable Insight’ has also become jargon that is widely mis-used to describe even basic forms of visualisation of data.
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Introduction to
CCA PULSE
Can BI Tools ever replace the need for Human Contact Centre Management Experience?
With Contact Centres often being the only point of communication between companies and their consumers, and with NPS having become the leading KPI of choice in the industry, there is renewed focus for Contact Centres to invest in technologies that give them a better view of the Customer Experience; for example, Omni-channel solutions that can provide a single view of the customer journey, and mechanisms to monitor customer speech and even their emotions.
This is all well and good, but isn’t this just icing on the cake? 75% of customers just want a fast solution, so when their support team is unable to deliver this, how are Contact Centre managers supposed to know how to respond?
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CCA – The
Executive Brief
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