New technologies, based on Big Data, BI and AI provide a novel way to improve call center performance increasing efficiencies by 25-50% already at the first iteration.
In recent years, it has become increasingly difficult to improve call center operations. Employing mature techniques, much effort, time and money has been expended with meagre results. Applango has developed a unique methodology that massively improves this otherwise stagnant situation. Applango applies proprietary “big data” techniques to CRM contact center data. This allows us to analyze the behavior of call center agents at an extremely granular level - far more granular than was ever possible previously.
Our AI and BI algorithms detect agent behaviors that are unusual and non-obvious via a patent-pending unique and proprietary methodology that creates a benchmark from the data itself. By comparing agent behavior to this benchmark, it is possible to detect inefficient agent behavior, and most importantly to find best practices by identifying which agents are associated with positive behaviors that can then be taught to every other agent. The results are immediately actionable corrections.