Contact Center Analytics
With the constant increase in communication channels and the volume of customer interactions, defining and automating the tracking of Key Performance Indicators (KPIs) has become critical to the success of a contact center. Tapping into the insights obtained from analytics ensures that the contact center delivers top-notch CX consistently.
Along with AI-powered solutions, intelligent knowledge management solutions, and customer 360 views, HGS Agent X – Contact Center AI provides ready-to-use analytics dashboards that monitor the performance of a contact center at an agent level, team lead level, and organization level. These call center analytics dashboards are updated in real-time to improve operational efficiency, quality, and workforce management.