Requiring team leads to manually listen to, summarize, and categorize calls was taking hundreds of hours each month, and they were often unaware of agent issues. Now, with AI analytics, a team lead can review all calls within minutes, see agent and team performance reports in real time, and reach out to agents when problems arise.
Hiring, training, and retaining top talent is a huge investment for every contact center. The hours of employee costs along with attrition expenses add up—but by using generative AI, this client’s team leader support staff costs went down by 20%, and agent retention increased by an impressive 89%.
Regarding sales, AI aids agents in an incredible way—the cross-selling activity has increased by an astounding 87% with the assistance of predictive analytics and screen prompts.