Growth
8 min read

Unlocking Business Growth Through Customer Conversations: The Untapped Resource in Your Contact Center

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Written by
Saif Naved Ahmed
Published on
October 31, 2024

If your company has a contact center, you may be sitting on one of the most powerful—and underutilized—assets in your business: customer conversations. Until now, accessing the full potential of these interactions has been challenging, but we’re here to change that.

Think about the critical questions that can influence your business trajectory:

  • Why are conversion rates falling?
  • What’s causing customer satisfaction (CSAT) scores to decline?
  • How can we improve retention?

The answers aren’t far away—they’re embedded in the conversations your customers have with your team every day. However, the real question is, are you capturing and acting on these insights?

The Visibility Challenge in Customer Conversations

Most businesses analyze a small fraction of customer conversations, mainly because traditional methods are slow and costly. Manual analysis is not only time-intensive but also laborious, requiring transcription, analysis, and significant interpretation before meaningful action can be taken.

In a fast-evolving business landscape, where swift action is often essential, the gap between raw conversation data and actionable insights is a disadvantage. Missing or delaying feedback can hold back opportunities for growth, making it harder to keep up with shifting customer needs and market trends.

Today’s CEOs know this well—According to research completed by Exploding Topics, 77% of companies are either using or exploring the use of AI in their businesses, and 83% of companies claim that AI is a top priority in their business plans. The companies that succeed will be those that can rapidly adapt, and contact center AI is a crucial tool for keeping up with customer demands.

That’s where Qorden AI comes into play. Our goal is to help businesses turn customer conversations into powerful insights, enabling them to transform interactions into data-driven actions that improve performance across the entire organization.

Real-Time AI: Revolutionizing Customer Conversations with Qorden AI

With Qorden AI, contact centers gain comprehensive visibility into every customer interaction, helping them enhance performance, reduce churn, and drive results. But our solution goes further. Through Real-Time AI, Qorden now offers the ability to guide and optimize conversations while they happen.

Imagine having a real-time assistant that helps your agents respond to objections, close deals, and upsell—right when it matters most. Real-Time Assist equips agents with prompts and insights in the moment, allowing them to deliver more impactful, personalized support.

Our Real-Time Assist is a game-changer for your frontline staff:

  • For Customer Service: Agents receive quick tips and access to resources that help them navigate pivotal moments in customer interactions.
  • For Compliance: Real-Time AI helps agents adhere to compliance guidelines, ensuring they avoid legal or regulatory missteps.
  • For Supervisors: Team leads can monitor live calls, providing coaching as needed, for better outcomes.

With these tools, contact center leaders gain a comprehensive view of live interactions, empowering agents to perform at their best and create lasting business impact.

A Complete Solution for Contact Center AI

Qorden AI offers a seamless experience by combining both Post-Interaction AI and Real-Time AI. The two work together to provide unparalleled visibility into customer conversations, enabling faster, data-informed decisions that impact the business across the board.

With our Post-Interaction AI, contact centers can analyze past conversations to uncover valuable insights that inform coaching, quality assurance, and strategic decisions. By linking these insights to Real-Time AI, Qorden AI offers continuous feedback loops that improve agent performance, compliance, and customer satisfaction.

The Future of Contact Centers Lies in Conversation Intelligence

As the competitive landscape grows more demanding, conversation intelligence isn’t just a tool—it’s the future of customer interaction. Forward-thinking contact centers are already using AI to drive better engagement, achieve greater transparency, and cut operational costs.

Contact center leaders are also beginning to recognize the transformative potential of conversation intelligence. By enabling businesses to truly “hear” their customers, we help them make strategic decisions that drive growth and resilience.

Are you ready to harness the power of your customer conversations? Schedule a demo to discover how Qorden AI can elevate your business. Start transforming each customer interaction into an opportunity for growth and differentiation, and unlock a powerful source of insights that could drive your business to new heights.

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