White Paper: How Leading Contact Centres Are Evolving Their Quality and Coaching Programs

Contact centres have a wealth of data about what customers are thinking and feeling and where pain points exist, but it can take weeks or months to uncover and act on trends that adversely affect the business.

New AI behavioral models identify key agent behaviors that influence overall customer sentiment, or customer satisfaction.

This white paper looks at how contact centers are using this technology and achieving rapid adoption throughout the organization.