Whether simply hiring more people or investing in new technology, businesses tend to invest in old ways of working, rather than looking at existing contact center assets and asking how they can be transformed.

Increasing call volumes in the contact center since the pandemic’s beginning has caused a less-than-optimal customer experience. This leads to dissatisfied customers, yet it also leads to higher levels of employee attrition. The end result is a contact center that isn’t meeting KPIs.

Christopher M. Wells, Ph. D., Indico VP of Research and Development, talks with Satish Shenoy, Regional Vice President, Strategic Technology Alliances & Partnerships, SS&C Blue Prism, in episode 6 of Unstructured Unlocked. Tune in to discover how enterprise data and automation leaders are solving their most complex unstructured data challenges.