Three Critical Ways AI and Automation Can Drive Contact Center Efficiency
How taking a hybrid approach to automation can improve contact center operations and customer experience
When most of us hear of automation or AI in the contact center, we tend to instinctively think chatbots or virtual agents and the automation of certain customer interactions, but there is so much more.
While AI-driven automation can help in all of these areas, it shouldn’t rule the entire contact center.
This white paper provides real-world case study examples that describe how adopting hybrid automation and human approaches have moved the needle in:
- Driving operational efficiency and streamlining QA
- Increasing compliance and reducing risk
- Improving coaching opportunities for both supervisors and agents
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CallMiner is a Massachusetts-based software company that develops speech analytics and interaction analytics software. It was founded in 2002 and is headquartered in Waltham, MA with offices in Fort Myers, FL, Boston, MA, and the United Kingdom.
For more information about CallMiner, please visit www.callminer.com