To achieve customer support excellence, contact centers need to regularly engage in quality monitoring to ensure that agents are meeting the company’s standards (particularly as they're applying new company initiatives). With call center managers busier than ever, quality monitoring often lags, as the process tends to be time-intensive. Often, managers then experience what’s perceived to be “bigger fires” to put out. So even in a best-case scenario, managers are only able to manually evaluate a small fraction of customer interactions.
In that vein, artificial intelligence is increasingly being used to solve the problem of human time limitations.
And so, workforce management solutions provider Calabrio announced the launch and general availability of two new AI offerings: Auto QM and Trending Topics. These AI-powered quality management solutions were designed "to eliminate time-intensive manual review processes and revolutionize how contact centers manage, monitor and assess agent interactions to provide better customer service outcomes." (The additional features have been incorporated into Calabrio’s broader Interaction Analytics suite, as well.)
The Auto QM feature, quote, "automates the evaluation of 100% of customer interactions," and across a consistent range of key performance criteria, to boot. With AI driving assessments, businesses can gain unbiased, comprehensive and actionable insights and can pinpoint opportunities to improve both customer experience and agent development.
The Trending Topics tool leverages AI to automatically assess thousands of customer interactions and organize them into a manageable list of around 100 prioritized topics. The tool provides organizations with instant insights into the most common reasons for customer inquiries and simplifies root cause analysis, accelerating issue resolution and impact.
“Since 2016, Calabrio has been innovating and automating quality management with AI, consistently focusing on making agents’ jobs easier—and customer experiences better and more personalized,” noted Dave Rhodes, Chief Executive Officer at Calabrio. “These new generative AI solutions help contact centers more easily understand interactions and improve agent experiences. We know this has a positive impact on the customer experience.”
Edited by
Alex Passett
