Post-interaction surveys have never been all that reliable – but with no satisfactory alternative, contact center leaders have had nowhere else to turn.
Until now.
Just because the survey is dead it doesn’t mean NPS has to be… AI is changing up contact center processes in unprecedented ways. From auto-scoring to coaching tips, it has the capacity to completely change the end-to-end QA process. A big part of this is shaping the future of customer insight.
In this masterclass, you’ll learn:
- The problems with post-interaction surveys as they are today
- How AI NPS analysis can completely change how you interpret customer interactions
- How to get buy-in from stakeholders
- What AI interaction NPS analysis looks like in action
- How to implement AI-driven customer analysis in your contact center
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is a highly experienced CX Solutions Consultant having supported more than 100 contact centres over the last 25 years. Rob has worked across almost every industry vertical, helping contact centres run more effective operations, improve their customer and employee experiences and drive efficiencies using the latest technology - in which he is a self-confessed geek. He is a familiar guest panellist, speaker and subject matter expert, and was twice voted in the top 10 most respected people in contact centres by Call Centre Helper.