Our own Director of Advanced Analytics, Brian Atkiss, is cited in this recent piece from CallMiner:
“Call centers are increasingly making use of innovative technologies like artificial intelligence, machine learning, speech analytics, and other data analytics tools to provide more comprehensive support, improve the customer experience, and boost agent productivity and efficiency. Predictive analytics is one such technology leveraged by a growing number of call centers to support data-driven decision-making on everything from staffing to call routing, and even the solutions or offers proposed and the words used to communicate them to callers…”
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