AI-Driven Megatrends Shaping the Contact Center Agent Experience

Exploring the Impact of AI on Contact Center Agents: Insights from Industry Leaders

AI is revolutionizing the contact center industry, and the impact on agents is undeniable. In a recent webinar hosted by Calabrio, industry experts discussed the ways in which AI is changing the role of contact center agents. Here are five key takeaways from the discussion:

1. Real-Time Support Revitalizes Remote Working: AI can help remote agents stay on track and maintain productivity by identifying “work avoidance” behaviors and intervening when necessary. This technology can also support the mental health of agents by flagging those under pressure and triggering supervisor interventions.

2. Critical Thinking Becomes a Must-Have Skill: While AI can handle many tasks efficiently, critical thinking remains a valuable skill for agents. Agents add value by handling complex queries and ensuring the quality of AI-generated content.

3. Rewards & Recognition Gains a New Lease of Life: AI can help personalize reward programs by identifying individual motivations and driving performance at an individual level. However, businesses must apply AI ethically to avoid bias and unfairness.

4. AI Joins Workforce Management and Quality Assurance at the Hip: AI virtual assistants like Calabrio’s Grant bot can help agents with tasks like scheduling shifts and booking time off. AI can also optimize shift planning and break optimization initiatives to improve agent performance.

5. Micro-Training Becomes Trendy Again: Micro-training, just-in-time training, and agent-assist models are emerging trends in agent training. AI can help spot quiet periods for learning breaks and provide real-time answers during live conversations.

To stay ahead of the curve, contact centers must implement AI with caution and work closely with vendors like Calabrio to optimize outcomes. By leveraging AI effectively, contact centers can enhance agent, customer, and business outcomes in the evolving landscape of the contact center industry.

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