How Artificial Intelligence is Transforming Contact Center Insights

 In Contact Center, IT Services

How to Start Leveraging AI-Powered Analytics in your Contact Center

Are you looking to improve your customers’ contact center experience? How can you measure your customers’ experiences with your contact center agents? It can be difficult to know if you are not tracking this information fully and consistently. But today, more businesses are using AI powered analytics to analyze every interaction so they can better understand:

  • What was communicated
  • How it was communicated
  • Resulting outcomes
  • And the overall customer experience

Today’s contact centers can leverage data and analytics to drive each customer interaction. Layering in artificial intelligence (AI) generates even more value, providing businesses with details on the next best action, customer churn, retention rates, product purchase propensity, and more. These tools and software are readily available and can be easily integrated into your standard contact center operations. Are you ready to revolutionize your contact center using the power of AI?

4 Ways AI-Driven Analytics Can be Used to Transform Your Customers’ Contact Center Experience

1. Detect and analyze emotional sentiment across all contact channels

Context is crucial because it enables agents to provide a more personalized conversation. AI-powered contact center tools use data to help agents gather a complete view of the customer which includes historical data of past interactions and real-time sentiment analysis. Sentiment and frustration insights can be used to identify trouble areas and predict NPS and measurement. The ability to collect and analyze this data in real time helps agents to pivot as needed in order to give the customer the best experience possible.

2. Analyze your agents positive and negative behaviors to make coaching more effective

Leverage agent performance data and trends to maximize training effectiveness. Personalized training is always the most effective, and using AI technology and analytics, you can determine which topics are the best to focus on. Data can be collected from all agent interactions and easily segmented into different categories in order to identify training or knowledge gaps amongst your teams.

3. Manage compliance risk proactively

The longer you wait, the larger the risk and when it comes to compliance. It’s important to address issues quickly before too much damage is done. Contact center reporting and analytics software can examine all of your recorded interactions and detect when non-compliant actions occur. This will help you address risks in a timely manner and resolve them before they escalate. Proactivity is key, and using the power of AI, you’re able to deliver proactive recommendations quickly and easily.

4. Lean into key business improvements and objectives

Instead of using anecdotal recommendations, use data and to pinpoint the best opportunities for improvement across all channels. Categorize your interactions based on discussion topics or by sentiment. Analyze voice and text channels to identify cross-channel dependencies or issues.

Put Your Contact Center Data to Work

Businesses want to create a personalized, positive experience for their customers and in this day and age, this experience often starts with a contact center. Start operating more efficiently by leveraging data in your decision making. If your contact center needs a more data-driven approach, contact us at Macronet. We represent all of the leaders in Contact Center as a Service and will help source and implement the right solution for your business.


Scott Bryan
Founder and President
LinkedIn Profile

Scott Bryan, President and founder of MacroNet, focuses delivering global client solutions that leverage the industry-leading portfolio of carrier network services offered by MacroNet. 

Scott has over 20 years of experience in the telecommunications industry. Prior to founding MacroNet, he was the Area Vice President for CenturyLink (formerly Qwest) in the New England area. During his 16 year tenure at CenturyLink, Scott held many management roles including Director of Sales Engineering, Director of Sales Support, and Director of Sales for global accounts in New York and New England. 

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