Why real-time AI is the key to contact centre success -- Sentient Machines

With contact centre agents at the forefront of a business' interaction with its customers, it's no wonder companies spend an initial two to six weeks training each agent before they even interact with a customer. But once the agent is fully operational, how do we define and measure the success of their performance? By the number of sales made? By whether a customer demands to speak with a superior? With the evolution of AI-powered speech analytics that transcribe and analyse 100% of calls in real-time, companies adopting the technology have been handed the key to a treasure chest full of invaluable and actionable sentiment-based insights. Sentient Machines recently spoke with Phil Bruce, a former contact centre coach who, when using our leading edge analytics platform to optimise the onboarding and development of his contact centre agents, saw a 30% increase in call quality.