tech
January 29, 2026
Shalima Bhalla
Contact centre veteran Shalima Bhalla says real-time interaction data lets operators anticipate needs and cut friction while boosting loyalty and revenue
TL;DR
- Real-time interaction data allows contact centres to anticipate customer needs, reduce friction, and increase loyalty and revenue.
- Contact centres are evolving from cost centres focused on call volumes to revenue drivers through comprehensive customer experience applications.
- Analyzing contact centre data can provide business intelligence, revealing issues like pricing problems or opportunities for retention campaigns.
- Empowering agents with AI tools and complete customer information elevates their performance and improves customer interactions.
- Organizational change and a company-wide embrace of customer experience are crucial for success beyond technological implementation.