A recent study of NICE customers provide evidence that contact center metrics are directly correlated to agent soft-skill behavioral performance. When agent behavioral performance increases across all soft skills such as being empathetic, demonstrating ownership, setting expectations and more, so do the bottom line metrics. Download this eBook and learn how Enlighten AI for Customer Satisfaction proves the power of agent soft skill behavioral analysis to shape a range of positive business outcomes.
By focusing on targeted behavioral soft skills identified by artificial intelligence, organizations can eliminate the guessing game of subjective interpretation and deliver real results such as:
- Reduce Average Handle Time (AHT),
- Improve sentiment
- Increase First Contact Resolution (FCR)
- Improve productivity