Contact Center Data Analyst Insights on Leveraging AI for the Ultimate Customer Experience
For companies striving to remain relevant and competitive in today’s markets, AI can be a game changer when applied to CX. The current volatile climate requires that customer service be rapid, consistent and easily adaptable. When AI is combined with sentiment analytics, CX is truly raised to the next level. Join this webinar to learn from Thomas Schmolke, Interaction Data Analyst for Total Administrative Services Corporation (TASC), how he has been working to use Sentiment Analytics for deeper understanding of agent performance, and how TASC is taking steps to automate their quality program.
Additionally, learn about the latest research by NICE that has identified 9 key agent behaviors that are empirically proven to influence a customer’s level of satisfaction. Independent of industry or function, these nine ‘soft skills’ drive an overall “CX score” reflecting an agent’s performance across any given channel of engagement, on every single conversation. Join this webinar discussion on how organizations can leverage AI in the contact center to create extraordinary experiences for their customers. The discussion focuses specifically on:
- Sentiment Analytics: Understanding your customers’ experiences
- Ensuring your customer service is flexible, consistent and real-time
- Future proofing your CX by combining analytics, feedback and business insights