Technology vendors today are bringing customer interaction analytics systems and agent coaching/training systems together to identify problems during interactions and then guide agents in real time to overcome them. Though the systems are still largely separate, they are working together more and more as well as evolving on their own to include more data touchpoints, analysis, artificial intelligence, and machine learning as companies look to provide better customer support and customer experience (CX). “There is undoubtedly growing momentum around […]
Original: www.destinationcrm.com