Keith Dawson's Analyst Perspectives

AI’s Value to Contact Centers: What Are the Use Cases

Posted by Keith Dawson on Oct 28, 2021 3:00:00 AM

In part one of this Analyst Perspective on the use of artificial intelligence within contact center applications, we focused on the evolution — and resulting benefits — of tools embedded with AI, including ease-of-use for non-data-scientists.

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Topics: Customer Experience, Voice of the Customer, Analytics, Contact Center, AI and Machine Learning, agent management, Field Service, customer service and support

AI’s Value to Contact Centers: Improved Customer and Agent Experiences

Posted by Keith Dawson on Oct 21, 2021 3:00:00 AM

When artificial intelligence emerged from the labs and vendors started offering it as a component of their software, many contact-center buyers shied away from it. From their point of view, AI and machine learning tools were new, expensive, relatively untested and had an uncertain use case. This stance was understandable, as contact center professionals are traditionally expected to be risk-averse when deploying technology into their operations. Contact centers are, by design, supposed to be hardened, mission-critical sites of high reliability. There has historically been a bias towards avoiding new technology, deploying only when it has been thoroughly vetted across the industry.

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Topics: Customer Experience, Voice of the Customer, Analytics, Contact Center, AI and Machine Learning, agent management, Customer Experience Management, Field Service, customer service and support

Calabrio Brings VoC to Larger CX Potential

Posted by Keith Dawson on Oct 14, 2021 3:00:00 AM

Tools for contact center agent management have changed considerably in the past few years. The suite of software applications has grown from those that perform core functions in scheduling and quality control to include more advanced solutions for agent guidance, integrated desktops, and workflow and automation design. One area of intense investment by vendors has been analytics, specifically for assessing customer satisfaction and hearing the “voice of the customer.”

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Topics: Customer Experience, Voice of the Customer, Contact Center, agent management, Customer Experience Management, customer service and support