AI playbook for
contact centres

Customer expectations are continuously on the rise, and contact centre leaders are under increased pressure to deliver amazing customer experiences, all while keeping the contact centre running like a well-oiled machine. AI offers a ton of benefits for contact centre leaders looking to nail these two key pillars to ultimately improve bottom lines.

From acing agent training to ensure they’re delivering top-⁠notch CX to spotting friction points in the customer journey and streamlining contact centre operations, AI is a powerful technology that will drive massive improvements if used correctly.

This playbook is packed with insights from AI and contact centre experts that will help you put AI to work properly by:

• Understanding the different use cases of AI in the contact centre and how it will positively impact core KPIs
• Getting granular insights into agent performance to tailor training and drive positive CX and better agent retention
• Gaining end-to-end visibility over the customer journey to identify where processes can be improved