A contact center agent spends 4 seconds selecting and filling out a category for each customer conversation. For every 100 agents, a whopping 267 hours per month are dedicated to the call categorization process.

Despite this, most organizations struggle with poor data from call categorization:

1) The data lacks sufficient detail to draw any useful conclusions.

2) Manual selection of call categories always leads to a large number of errors

3) 30 to 60 percent of calls fall into the “Other” category; therefore, such data cannot be analyzed.

Because of this, many companies refuse to categorize calls at all, being aware of minimal value and agent time consumption.

However, quality call categorization is extremely important for business, and it serves as:

1. A crucial element for improving customer service and customer experience.
2. A game-changer for boosting sales and revenue.
3. The foundation for root cause analysis in improving operations.

Let’s talk about:

1. Designing an effective list of conversation topics
2. Building different kinds of analytics based on call categorization data
3. Enhancing Customer Service and CX using the derived analytics
4. Leveraging sales and revenue through accurate call categorization

It’s high time to bid farewell to manual categorization of calls, chats, and emails and embrace affordable yet highly efficient tools. Discover more about it in this webinar.

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