Creating Super Call Center Agents with Umesh Sachdev, Co-founder and CEO of Uniphore

IT Visionaries

Disruption is a word that gets thrown around a lot in business. It’s curious because most people don’t want their day to day to be disrupted in regular life. People don’t just casually offer up the phrase, “I can’t wait for some disruption today.” But that’s why it’s absolutely necessary. It helps to change things up and see the world differently. Umesh Sachdev, the Co-founder and CEO of Uniphore, explains how he first realized the call center industry was ready for an evolution.

Main Takeaways

• Creating Super Call Center Agents: A.I. in conjunction with automation can act as a coach or mentor for agents. It can give clues as to customers’ engagement while helping provide data and facts in real time. It can also take notes on the conversations so there is a record to reflect back on and use to make improvements. This A.I. augmentation turns agents into super agents.
• Language, Tone, and Facial Recognition: A.I. has had an incredible progression. Initially, A.I. was trained for language and then for tone of voice. Now, A.I. can read faces and gestures. All of this accumulated interpreted data can be applied to provide call agents, or whomever, with the information they need to better communicate with customers.
• Applying Knowledge: It’s one thing to acquire information as an engineer or a business leader. But acquiring knowledge without applying it is like holding the best tasting spice in the world in one’s hand but never adding it to any food. Knowledge that is held but not applied is wasted. Use knowledge to solve problems.
• Switching to Sales: Sometimes engineers and creators are so focused on their work that they forget about sales. The obvious aspect of doing so is that without funding, the creativity stops. Reframing striving to make sales as a creative, communicative job helps. Also, customers can provide insights and ideas for new, interesting projects.

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