We all know that a call center experience can often make or break a customer’s decision to continue purchasing services from a company. Too often, it’s on the break side, with uninformed call center agents not knowing the right steps, doing the wrong thing and sometimes even lying. To provide the best possible customer experience, technologies must empower call center agents to have intelligent, informed, appropriate conversations.
The name of this game is Next-Best-Action recommendations. Technologies that enable NBA recommendations are actually able to “listen” to the conversation a call center or branch agent is having with a customer and dynamically re-apply models and rules to every new input, thanks to advances in predictive analytics and decisioning. The technology can then give the agent expert, real-time guidance about how to treat customers, answer questions, resolve issues, give advice and recommend products.

