Peak Insight

Two New Standout Webex Contact Center Features to Transform Customer Experience in Australia

Webex Contact Center New Features

At a recent analyst event, two standout features of Webex Contact Center were highlighted that are set to reimagine customer experience. The latest AI-powered beta features are designed to address two critical areas: agent burnout management and automatic Customer Satisfaction (CSAT) prediction. These innovative features promise to enhance both agent well-being and customer satisfaction, making them transformative for businesses in Australia.

Agent Burnout Detection & Management

Wellness and agent retention are now top priorities for contact centre leaders, and Webex Contact Center has developed an AI-driven solution to address these concerns. This innovative tool uses data across the platform to detect real-time stress levels among agents, recognising the demanding nature of customer experience roles that often lead to high levels of stress and burnout. With high attrition rates in contact centres, such tools are effective for reducing fatigue and burnout, ensuring a healthier, more sustainable work environment for agents.

Key Features:

  • Real-Time Stress Detection: Leveraging AI, the system analyses data from the Webex Contact Centre platform to monitor agents’ stress levels during interactions.
  • Partnering with Thrive Global: In collaboration with Thrive Global, Webex offers “Reset” breaks, providing 60-second videos for breathing exercises, mindfulness, and other stress-reducing activities whenever high stress is detected.
  • Productivity and Service Improvement: By helping agents recharge and reset, this feature aims to enhance productivity and ensure they deliver superior service in their subsequent interactions.

Automatic CSAT (Customer Satisfaction) Prediction

Automatic CSAT (Customer Satisfaction) Prediction

Understanding and predicting customer satisfaction is important for any business. Recognising this, Webex Contact Center has introduced the Automatic CSAT feature, which goes beyond traditional surveys to measure customer satisfaction. By incorporating sentiment, tone, and other behavioural aspects, this AI-driven tool provides support teams with a deeper understanding of customer experiences. The new feature predicts CSAT scores for all interactions, offering valuable insights into agent performance and overall customer experience.

Key Features:

  • AI-Driven Predictions: The system analyses various interaction characteristics, such as sentiment, hold times, and more, to predict customer satisfaction scores.
  • Performance Insights: These predictions offer a clear view of agent performance, highlighting areas for improvement and helping to maximise customer satisfaction.
  • Enhanced Customer Experience: With these insights, businesses can take proactive measures to improve service quality and address potential issues before they escalate.

Peak Insight: Your Partner in Customer Experience

Peak Insight, the winner of the 2023 Telstra Cisco Partner of the Year, is an award-winning professional services provider of Customer Experience and Hybrid Work solutions powered by Webex. At Peak Insight, we are committed to helping Australian businesses leverage the full potential of Webex Contact Center. Our consultancy, project implementation, and lifecycle services are designed to maximise your investment and drive superior customer experiences.

We further enhance customer journeys and team performance via software add-ons available globally through the Webex App Hub. With our expertise and the latest innovations from Webex, we ensure your team is equipped with the best tools to excel in today’s competitive landscape.

Contact us to learn more to stay ahead of the curve with our expert services and the latest advancements from Webex Contact Centre.

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