In Part Two of this 3-part series, we’ve been visited by Ghost of Contact Centers, Present. Dealing with high levels of customer frustration while lowering the overall temperature during the communication process is vital, especially during the holidays.
No matter how much automation your organization invests in, the majority of calls should be handled by dedicated experts. This means that callers are waiting in ever-expanding queues, which can test the patience of even the most tolerant of customers. When these callers land on the employee’s desk, they often feel like they know more than the agent does about their problem, which can lead to friction. In fact, every caller and every call an agent handles is different and unique. This requires spending time listening, absorbing, researching, and then suggesting possible answers. The more time spent on the search and suggestions cycle, the longer the wait times and the more frustrated the subsequent callers will be.
The answer to this basic problem? Artificial Intelligence (AI).
Let’s go back to Dickens for a moment. When Scrooge first meets the ghost of a Christmas present, he is surprised by the joyful, luxurious sight, and frankly, he’s overwhelmed! Your employees may feel the same way about AI and the abundant opportunities that come with it. Many call center employees fear the emergence of AI because it is seen as a threat to their employment. However, taking the time to learn how and when AI can be deployed in an assisted manner can reveal surprising results that can convince even the most skeptical of employees. The AI can listen in on each call, in real time, identify the questions the caller is asking, and instantly suggest answers to the agent. When callers express their frustration, whether it is spoken or unspoken, AI can provide guidance to ensure better results. Queue waiting times decrease as agent throughput increases; Once again, give call center operations their wish – do more with less.
While the primary goal of AI is to deliver operational efficiency that delights callers and increases productivity, a third benefit also emerges. Being an agent in call centers today can be an ungrateful job. You deal with frustrated caller after frustrated caller, and you enjoy the moments spent in wrap-up like an oasis, only to realize it’s a mirage. When AI generates better customer outcomes, agents return to the queue more satisfied with their call decisions. In other words, happier customers create happier agents, and happier agents make happier customers. It’s a compound feature that leads to lower employee turnover, especially in today’s tight job market.
To learn more about automation and how Avaya can help you, Access For a salesperson today.