To analyze all these data, companies can choose either traditional or automated quality management processes.
In this article, we'll be comparing the automated and traditional approaches. The intention of the article is to help in making the decision to opt for a digital transformation of your call centre’s quality management process.
These capabilities are made available via a customized dashboard that enhances agent and call administration, allowing for more detailed KPI monitoring and enhancement areas.
Using AI-based automation technology such as NeoSound can significantly boost a call centre's productivity and offer critical information that can contribute to decreasing operating expenses.
Let's look at the top 12 technical capabilities and reasons to choose NeoSound as your call centre Quality Management software provider and technology partner.
AI has been useful to many industries, call centres being one of them. AI has been deployed to handle mundane tasks and has also been quite helpful in optimising human interaction. However, altering your call centre’s structure to incorporate AI technology might be quite a complicated process.
Traditional call centers have always been dogged by several problems. Customer care reps have to rely on their natural senses to detect changes in customers’ moods. Also, they typically spend most of the call time searching for answers to customers’ questions. And then, there are language and cultural barriers, which are even more apparent in diverse societies like the US and Europe.