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Try to recall a recent interaction you had with customer service. Was it a better, more enjoyable experience than previous interactions? That’s the real crux of the question: what makes certain experiences better than others?

As the B2B sales landscape has evolved, so have the opportunities to leverage the value of artificial intelligence (AI) in your contact center. Inside sales teams using CRM in the contact center now have access to a wide range of cost-reducing, efficiency-driving AI and automation solutions that can boost sales close rates.

There is a lot of information out there about speech analytics and how it can benefit contact centers, but what is it exactly and what value does it bring to the customer experience? In simple terms, speech analytics provides one view into the voice of the customer. It lets you “listen” to EVERY call – and analyze EVERY call. Sounds better than having to take a sampling and hoping you get the right ones to give you a full perspective, right? Now you no longer need to rely on managers to manually evaluate calls to identify performance improvement opportunities. And you get near real time insights from customers that gives you an understanding of how you can improve specific interactions.

When an increasing proportion of our daily lives is stored, managed and serviced online, it's inevitable that so many of us are affected by the massive data breaches seen in recent years.

Agents are the most critical resource in a contact center and yet the hardest to retain as evident with high attrition rates. As per the NICE ICMI survey 25% of agents left the company in the past 12 months; 20% of agents left the contact center but stayed within the company; and 18% of agents changed positions in the contact center. Investing in AX has risen as one of the top priorities contact center leaders are undertaking to engage, motivate and most importantly retain agents.

What do a puzzle, a flashlight and a trophy have to do with Performance Management in a Contact Center?

You need to invest in digital channels in order to keep pace with the way your customers are communicating today. But, how do you justify the investment other than to say that you know that is what your customers prefer? How do you tie it to financial gains or operational improvements to get a proven ROI?