How TeleCo Brands Can Unlock Valuable Insights from the Call Centre

The contact centre today is the nerve centre of the operation and has needed to provide great agility in identifying and managing shifting challenges. Every conversation between agents and customers contains a gold mine of insights, but uncovering the meaningful nuggets of information within thousands, or even millions, of hours of calls, is a massive challenge.

In this session, you will learn how AI-powered speech analytics helps you improve call quality, operations, and overall customer experience. Find out how you can:

• Collect fast and accurate analysis of every call to improve call quality and operational efficiency
• Identify emotion, sentiment, themes, topics, and increase resolution through self-service
• View the end-to-end customer journey to identify ways to drive different outcomes to increase customer lifetime value

Speakers:
Kim Palenik, Sr. Solution Principal, TelCo, Medallia
Rachel Lane, Solution Principal, Contact Centre, Medallia