How AI-driven Quality Monitoring is Providing Agile Customer Experience
On Demand Webinar
Presenting:
McGee-Smith Analytics, L.L.C.
NICE Nexidia
The benefits of applying artificial intelligence and machine learning (AI and ML) to quality monitoring have increasingly been understood and realized for the past few years.
Solution providers have been working to apply these emerging technologies to what is for contact centers a critical component of delivering ever-better customer experience.
At the same time, forward thinking companies have adopted quality monitoring solutions that incorporate AI and ML with measurable results.
Then came the challenges of 2020.
Companies that for years had been able to depend on historical solutions and procedures to maintain quality in their contact centers were faced with unprecedented agent shortages, interaction volume explosions and often the need to hire, train and coach agents with a speed never before
contemplated.
Join distinguished contact center industry analyst and strategist Sheila McGee-Smith and NICE’s Lauren Maschio, Sr.
Product Marketing Manager, to learn:
- Why today’s digital-first approach by customers and companies requires new quality management methodology.
- How analytics and natural language processing has been proven to provide the agility required to respond to local or global catastrophic events.
- What additional improvements in QM applications are on the horizon with increased incorporation of artificial intelligence.
