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Max Ball (Principal Analyst, Forrester)
Location: Sun B
Date: Monday, March 27
Time: 8:00 am - 8:45 am
Pass Type: Entire Event Orlando - Monday-Thursday - Get your pass now!
Session Type: Session
Track: Contact Center/Customer Experience
Vault Recording: TBD
No one calls a contact center because they have a problem with the contact center. They call with product issues, billing problems, or a host of other concerns. Contact Centers record 100% of their customer interactions and listen to about 1% of them. In this session we'll discover how AI-based analytics tools allow you to "hear" all of these customer conversations. We will discuss how this insight is being used to improve agent performance, and we'll also provide practical information on how brands are taking these insights beyond the contact center to provide critical product input, help with Marketing campaigns, and improve the voice of the customer efforts. You'll come away more prepared to examine the way AI might improve your insights into customer interactions.