The impact of Gen AI on Performance Analytics

Overview

Contact centers have evolved significantly, becoming strategic assets for organizations responsible for delivering a superior customer experience. Contact center leaders today grapple with evolving employee expectations and understanding and optimizing agent performance remains a key hurdle to achieve business objectives. This research explores the pivotal role of next-generation technologies including generative AI, performance analytics, and process intelligence to transform contact centers into future-ready CX centers. The report examines how contact centers can harness these next-gen technologies along with digital gamification tools for a variety of use cases to improve operational efficiency, motivate and engage agents, and boost employee performance, enhancing overall customer experience.