In this opinion piece (Link) published in UC Today, Alan Logan, our head of customer experience, examines how large organisations can boost that all-important net promoter score with a cloud-based contact centre that incorporates AI-based analytics.
By embracing a data-centric culture and adopting Amazon Connect, large organisations are able to aggregate and analyse previously siloed data generated by their contact centres to boost the customer experience across all digital channels.
Alan suggests ways to incorporate AI and machine learning techniques into your cloud-based contact centre to resolve customers’ issues faster and painlessly, help with up-selling and cross-selling, and ultimately keep customers loyal.
If you’d like to know more about how we can help you with your contact centre transformation, please get in touch (Link).
Head of Cloud Marketing