Brandon Hall Technology Excellence Awards Concentrix with a Gold for Best Advance in AI for Business Impact
The coveted Brandon Hall Technology Excellence Awards are produced by the Brandon Hall Group, a human capital management research and analyst firm. Winners of these awards are the pacesetters ensuring the business has the leading-edge tools they need to evolve and prosper. Concentrix is proud to be recognized by Brandon Hall, winning a Gold for Best Advance in AI for Business Impact for the Customer Experience Quality Insights (CXQI) Model.
CXQI combines human and artificial intelligence to help improve Customer Experience, provide actionable insights, and drive operational improvements, such as boosting the quality management process. Using this model, supervisors can have a greater understanding of:
- Customer sentiment
- Intent
- Advisor performance
- Repeated issues that need addressing
These insights enable interactions such as targeted Advisor coaching and actionable insights to improve compliance, reduce penalties, and increase efficiency.
Designed to modernize Quality Assurance, Concentrix developed its CXQI Model to ensure a standard, efficient, and repeatable deployment process which would yield consistent and time-bound benefits for clients, which in turn improves client trust and confidence. This recognition reinforces our passion for innovating better customer and client experiences through the powerful combination of human + technology expertise
