This report, created with ContactBabel, shows how AI analytics are turning raw data into strategic decisions. Based on insights from contact centre leaders and consumers, it reveals that 42% of companies use AI to understand not just what customers say, but why — and what to do next.
Inside, you’ll discover:
- Why 56% of contact centres struggle to pinpoint where their processes are breaking down
- Why repeat contact is the #1 KPI focus for analytics investment
- The gap between contact centre insights and wider business strategy
- How AI helps you quantify the cause and cost of service issues
- What leading organisations are doing to apply customer insight beyond the contact centre
By leveraging AI-powered insights, you can target improvements that boost NPS, elevate service quality, and increase customer satisfaction and brand advocacy.
