eBook: Your Real-Time CX Enhancement Plan

Being a contact centre agent has never been more difficult. Digital self-service options haven’t fully relieved the pressure, either. Without additional support, these conversations can be daunting to manage. In some cases, they can even lead to costly complaints or customer churn.

With that said, it’s equally hard for many contact centre managers and supervisors to balance the management of high call volumes with investing the time to provide the on-the-job feedback agents need to succeed. Knowing where to start and how to invest in the right technology is key.

That’s where real-time agent guidance can help. AI technology, such as conversation intelligence platforms, can make it possible to impact the outcome of a customer interaction while it’s still happening.

Download this eBook to learn how to leverage in-the-moment agent guidance to de-escalate issues and create loyal customers.