In this CX Today interview, Rhys Fisher, Associate Editor at CX Today, speaks with Russell White, Transformation Lead at Bluecrest, and Reece Harper, Account Executive at NiCE.
Bluecrest has moved from reviewing a sample of calls to analyzing every customer interaction through NiCE CXone. The conversation explores what happens when contact centers stop relying on assumptions and start using customer intent, real conversation data, and human-reviewed AI summaries to guide decisions.
Contact centers have recorded calls for years. The problem is that most businesses only listen to a fraction of them.
White and Harper discuss how 100% interaction analysis is changing the way Bluecrest understands customer intent, tests internal assumptions, and identifies where service journeys need work.
They cover: 🔴 Why call dispositions can show an outcome without explaining why a customer got in touch, and how full interaction analysis revealed the gap between internal assumptions and customer reality. 🔴 How Bluecrest’s self-service rescheduling launch did not reduce call demand as expected, but showed customers wanted more flexibility to change appointments. 🔴 How analytics uncovered that a new Health Monitor product was being mentioned in fewer than 10% of relevant calls, leading to targeted training and a rise to around 60–70%. 🔴 Why human review of AI-generated call summaries remains essential in healthcare, where records must be accurate, consistent, and compliant.
As White puts it: “The first thing you find is that the anecdote and reality are two different things.”
For contact center leaders, start by asking which decisions are still based on sampled calls, dispositions, or internal opinion. Then use real interaction data to test those assumptions before automating the journey around them.
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