The new ContactBabel analyst reports, “The Inner Circle Guide to Agent Engagement & Empowerment” and “The Inner Circle Guide to Customer Interaction Analytics” are based on surveys and interviews with over 200 UK contact centres.
The Agent Engagement report contains up-to-date research and findings on:
• The effect of agent engagement on performance and outcomes
• AI-enabling the agent desktop
• Engaging both new and experienced agents
• Solutions to reduce unnecessary and tedious work
• Agent engagement & empowerment techniques
The Customer Interaction Analytics report looks at:
• Who is using analytics and what results are they seeing?
• The impact of AI on real-time analytics
• Beyond QA & compliance: use cases for analytics
• How analytics affects customer experience
• Implementation successes and pitfalls
To download “The Inner Circle Guide to Agent Engagement & Empowerment” and “The Inner Circle Guide to Customer Interaction Analytics” for free Click Here
ContactBabel is the contact centre industry expert, helping US and UK contact centres compare themselves to their closest competitors so they can understand what they are doing well, what needs to improve and how they can do this. Our ongoing primary research helps businesses understand how technology, people and process best fit together, and how they will work collectively in the future.
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