Adopt Real-Time Transcription
Contact center agents are busy. Answering a customer’s inquiries while handling other tasks is a feat in multitasking. Agents must keep customers engaged while inputting information from conversations. Capturing all the details of these conversations is nearly impossible and missing a critical fact can put what might have been a pleasant customer experience at risk.
In 2022, make real-time transcription a solution. The transcription can be used to identify key words and prompt searches for information related to the agent-customer conversation. In addition, it can provide translations for customers and agents who are not native speakers.
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