The future of measuring success
About the show
Hosted by Nikola Mrkšić, Co-founder and CEO of PolyAI, the Deep Learning with PolyAI podcast is the window into AI for CX leaders. We cut through hype in customer experience, support, and contact center AI — helping decision-makers understand what really matters.
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In this episode of the Deep Learning with Poly AI podcast, host Damien Smith interviews Stephen Fine, a Senior Business Value Analyst, on the evolution of measuring success in contact centers. They discuss the transition from traditional operational efficiency metrics like average handle time to a more customer-centric approach facilitated by conversational AI and automation. The conversation covers the importance of first contact resolution, the role of sentiment analysis in measuring customer satisfaction (CSAT), and the potential of automation to handle repetitive tasks, thereby allowing agents to focus on more complex issues. They emphasize a holistic view that combines operational efficiencies with a greater focus on the quality of customer interactions, suggesting a future where contact center success is more aligned with overall customer experience than reducing resources.