What if I told you that your contact center had its own collective consciousness? As strange as it sounds, it’s true. At least in a certain sense.

Anytime we pull up a big-picture report of average CSAT scores or employee morale, we’re looking at the minds of all our customers or all our agents; we’re getting a peek into their thoughts and feelings, as an aggregate entity. And where there’s consciousness, there’s subconsciousness. Bubbling way down there, deep beneath the surface, are all those hopes and fears and desires of your customers, which even they themselves may not be aware of.

If you, as an individual, wanted to grasp the deepest truths about yourself after deciding to work towards becoming a better version of yourself, you might go to a psychotherapist for counseling. If you’re a contact center leader looking to do the same? You might go to AI.

That’s what I want to talk about for part three of our “Customer Experience Differentiated” mini-series: How sentiment analysis, fueled by AI, can help you tap into that collective customer subconscious, allowing you to better understand their needs, and ultimately, improve satisfaction and retention.

Tune in to more videos on call center agents and CX:
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Do Your Call Center Agents Have an AI Angel on Their Shoulder? -    • Do Your Call Center Agents Have an AI...  

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Learn more about CxEngage - The Human-centric Contact Center - https://www.lifesize.com/cxengage​