Addressing Retention Challenges in Contact Centers: How AI Can Help Empower Agents
Often serving as the hub between customers and brand communication, contact centers and customer service teams face numerous challenges. From evolving technology to increasing customer expectations, the landscape is constantly changing. However, one of the most significant challenges that these teams face is retaining service staff.
Employee turnover has always been a prevalent issue in call centers, with turnover rates typically higher than the national average. In recent years, with the rise of remote work and the “Great Resignation,” retaining service staff has become even more challenging. The modern landscape of hybrid work adds complexity to many jobs, making it essential for businesses to find innovative solutions to retain their employees.
One such solution is the integration of artificial intelligence (AI) into agent-based customer experience (CX) strategies. By leveraging AI, contact centers can improve agent retention and overcome critical challenges. Here are four key challenges that contact centers face and how AI can help address them:
- Rising Stress and Burnout: Burnout and stress are common issues for employees in today’s demanding world, especially in contact centers. AI-powered analytics tools can help detect sentiment in both customer and agent voices. By monitoring agents’ sentiment and alerting supervisors to negative trends, AI can help prevent burnout and provide support when needed.
- Sub-Par Coaching and Development: Delivering a positive customer experience is crucial, but many businesses struggle to provide proper training and coaching to their agents. AI-infused quality management systems can automate the agent call scoring process, uncovering trends and providing targeted feedback at scale. These tools can also highlight agents’ strengths and weaknesses, personalizing the coaching process and boosting engagement.
- Challenging Contact Centre Conversations: Agents face increasingly complex conversations as customers seek solutions online before reaching out to the contact center. AI-powered agent-assist tools can surface valuable information for agents, improving the customer experience and reducing workloads. By proactively suggesting solutions and leveraging historical data, these tools can drive customer satisfaction and agent happiness.
- Operational Complexity: Agents often use multiple tools to handle customer queries, slowing them down and increasing operational complexity. AI and automation tools can streamline processes by pulling information from different applications into a single interface. By automating tasks like form-filling and data transfer, agents can focus on meeting customer needs and providing a high-quality experience.
A prime example of an approach companies can use to achieve these goals is a recent product launch by CX pioneer, Humach and its mAI Pilot solution set that deploys true human-in-the-loop integration. According to Humach Director of Strategic Initiatives Josh Pick, “mAI Pilot provides a customized, accelerated path to automation for companies that aim to utilize cutting-edge technology to improve customer experience while enhancing job satisfaction for live agents.”
In short, AI is a powerful tool for empowering contact center teams and improving employee experiences. By leveraging AI to address retention challenges, businesses can enhance agent satisfaction, customer experience, and overall operational efficiencies.
