I recently had the pleasure of an hour-long conversation with Mark Lockyer, CallMiner’s international sales director on the progress being made with real-time analytics. It’s a theme I’ve increasingly noticed in contact centre technologies. From real-time triage and routing to real-time scheduling and of course conversational self-service.
The ability to understand customer intent and generate next best actions is becoming transformative for service management. So, I wanted to understand how this was being utilised in terms of helping agents regarding their motivation and quality of outcomes.
Continue reading Real-Time Agent Guidance – Help or Hindrance? at BrainFood.
