Chat Transcript Analysis: The Most Underused Dataset in CX
Every contact center sitting in the NYC–Boston corridor is generating thousands of chat conversations a month. Most of them are read once, by one agent, in real time, and then…
Mapping the Financial Support Escalation Points Where Customers Need a Human
Every financial services support operation runs on a quiet assumption: that automation absorbs the routine and people handle the rest. The assumption is sound. The execution usually is not. Financial…