Report: Conversation intelligence helps contact centres feel 10x better prepared for the future


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A new study is now available Observe.aiThese shocking insights about the impact on conversation intelligenceOverall customer interaction visibility, agent performance and coaching, as well as confidence in the business’ future. Overall, 48% of contact centers did not feel their business was “very prepared” for the future, and nearly one quarter considered the majority of their agents to be bottom performers; conversely, contact centers using conversation intelligence were 10x more likely to feel prepared for the future, 2x more likely to report majority top-performing agents, and over 5x more likely to implement formal agent coaching programs.

Aside from the adoption and availability AI, Automation technologies, 67% of contact centers said they still rely on manual processes – including spreadsheets and word processing documents – for critical workflows such as agent coaching and quality assurance. This inefficiency is compounded when respondents report that their operators use multiple tools to analyze interactions. In fact, 70% of respondents stated they switch between at least two tools. This persistent reliance on manual processes is reflected in an overall lack of interaction visibility – with just 16% of contact centers saying they analyze 100% of customer conversations – meaning many are missing opportunities to improve agent performance and strategic decision-making.

To better understand the current state of the contact center – including how the business operates, effectiveness of existing technologies, and future outlook and plans – commissioned Zogby AnalyticsSurvey of over 300 North American call center executives from all industries. Threety-five percent of respondents were from companies with revenues greater than $500 million. 52% of the respondents had more than 500 employees. Financial services, healthcare and insurance were the top three industries.

Please read the Full ReportObserve.AI.

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