STAFF DEVELOPMENT
TRAINING
• Taking place online and in the classroom at the same time.
• Personalized online training using AI-driven learning experiences.
• Wellness( stress management) and wellbeing foci.
• Helping leaders manage virtual teams and employees.
• Social and collaborative learning.
COACHING
• AI integration for real-time accountability and insights.
• In-person and virtual coaching will be more common.
• Emphasis on building communities and addressing social issues.
• Executive leadership coaching will be tied to performance indicators.
• Quality assurance( QA) techniques that assist staff with upskilling, reskilling, and right-skilling for their future.
LET ' S DIVE DEEPER INTO AI. IS IT CHANGING HOW AGENTS INTERACT WITH CUSTOMERS? IF SO, HOW? IS IT DIFFERENT THAN PAST TRANS- FORMATIVE APPLICATIONS E. G., IVR, SPEECH RECOGNITION, CRM SOFTWARE?
A: First, let’ s get“ back-to-basics” and see if we can figure out why AI has become the“ hot” button for almost everything in the last two years.
Max Tegmark, president of the Future of Life Institute, has the following AI description:“ Everything we love about civilization is a product of intelligence, so amplifying our human intelligence with artificial intelligence has the potential of helping civilization flourish like never before – as long as we manage to keep the technology beneficial.”
My interpretation of this description is to think of AI as the capability of technology to help a company better understand what their customers need to have for a pleasant experience and what staff need to make that happen. AI needs to be real-time so that appropriate departments can react accordingly.
" AI REQUIRES QUALITY RESPONSES, TRAINING ON THE RIGHT OR WRONG RESULTS, PROCESS TRANSCRIPTION WITH CONTROLS, AND A STRONG EXECUTION STRATEGY..."
-- LAURA SIKORSKI
In my opinion, ChatGPT started it all by open sourcing information and responding back to inquiries with natural responses. It really empowered machine learning.
The next step was natural language linking responses to work processes i. e. Generative( Conversational) AI. It can create new content and ideas, such as text, images, audio, and video, based on the input it receives.
Generative AI differs from traditional AI, which is often focused on prediction or analysis, by its algorithms learning to recognize patterns in voice and data and then use them to generate new, original content.
Next comes Agentic AI, which empowers and analyzes the processes and maps out the structure to deliver answers.
Agentic AI refers to a type of AI that can act autonomously, make decisions, and take actions to achieve specific goals with limited human supervision. It ' s like a virtual assistant that can think, reason, and adapt to changing circumstances without needing constant direction.
Previous IVR, speech recognition, contact center-as-a-service( CCaaS), and CRM software, in my opinion, were not robust enough to handle machine learning integration and screen pop requirements for a seamless transition.
HOW CAN AI IN THE CONTACT CENTER BE SUCCESSFUL?
A: I believe that AI / machine learning, with complete prompt instructions, clearly defines outcomes / results that relate to customer relationships. It relies heavily on systems, including legacy systems, to handle all customer interactions.
But AI will only be successful IF customers and staff are asked how they feel about what human interaction is needed versus self-service.
By example, if the AI answers a call type and sees the customer is just not getting their question answered it should ask them if they would like to be transferred to a“ live” agent. On the reverse, if the live agent has satisfied the customer, the agent can transfer the customer back to AI self-service if appropriate.
AI requires quality responses, training on the right or wrong results, process transcription with controls, and a strong execution strategy on what may need to be done differently in order for customers and staff to accept this technology.
Rollout of AI is expensive, and proof of concept is recommended. Test, retest, and test again to a small demographic to see if what you think is correct will indeed benefit your customers and staff.
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