Drive Business Impact -

58% of executives regard their contact centre as a cost vs a growth hub.

Despite advanced technologies, businesses struggle to extract valuable conversation insights from contact centre interactions, leaving contact centre teams with surface-level analysis and forcing them to run manual processes, right from swapping across screens to gather context to recording, to even auditing agent performance levels.

That limits the visibility of impact on revenue and cost, especially in today’s outcome-driven business climate. Forrester confirms 73% of contact centre professionals say demonstrating ROI is a major challenge.

This ebook explores how Indian contact centres can strike the right balance between optimal service excellence and operational efficiency — combining scalable technology with strategic human insight.

From this ebook, learn how to:

1. Leverage sentiment-based analysis for personalization
2. Shift from resolution-focused to revenue-centric KPIs
3. Streamline operations with unified platform workflows
4. Effectively manage both human and AI resources