STAFF DEVELOPMENT
A:
WHAT ARE THE BENEFITS BUT ALSO THE CHALLENGES IN HAVING AGENTS " PARTNER " WITH AI APPLICATIONS WHEN ENGAGING WITH CUSTOMERS? BUT ARE AGENTS SKILLED / EDUCATED ENOUGH TO BE TAUGHT HOW TO USE IT PROFICIENTLY? IS THIS A NEW SKILLSET THAT THEY NEED TO BE ASSESSED WHEN HIRING?
AI SHOULD:
• Help agents not replace them.
• Coach while the agents are on interactions.
• Let chatbots handle the basic self-service interactions.
• Handoff to agents when the interactions get too complex.
• Track performance KPIs that result in developing skills not numbers.
• Reflect human responses.
• Always tell the truth.
I do feel AI implementation will change who and / or how you hire. The value of a skilled specialist will emerge to handle your customers with proper empathy and emotion.
Voice and data governance of AI responses is paramount for customer privacy adherence, especially if incorrect answers are given that could result in legal actions.
AI may encourage downsizing in the future and may increase attrition. But remember, you can automate tasks, but you still need people to build relationships.
LET ' S LOOK DEEPER INTO AI AS A COACHING AND TRAINING TOOL. IS IT, AND IF SO, HOW IS IT CHANGING HOW AGENTS ARE TRAINED AND COACHED? COULD YOU DISCUSS " TRAIN THE TRAINER " ON AI?
A: It appears that AI systems are rolling out faster than trainers can train the staff.
Do your trainers understand how AI works? Are they thoroughly versed in the skills that are needed to work with AI and any decision-making processes that will improve customer relationships?
Trainers must be included during the development and testing stages of AI as it will be their responsibility to empower the staff to use this new technology and feel comfortable with what it does.
The prompt development stage is critical to AI success. It might be technically correct yet would leave the customer frustrated and the agent caught in the middle.
We all know the importance of agent continuous training and we may need continuous AI empathetic learning for the future acceptance of AI.
" DO YOUR TRAINERS UNDERSTAND HOW AI WORKS? ARE THEY THOROUGHLY VERSED IN THE SKILLS THAT ARE NEEDED TO WORK WITH AI...?"
WHAT ARE YOUR RECOMMENDATIONS TO CONTACT CENTERS TO HELP THEM COACH AND TRAIN THEIR AGENTS TO THEIR MAXIMUM AND LOYAL POTENTIAL?
A: Training and coaching is a two-way street. AI is constantly learning, therefore, so should continuous training and coaching programs.
Technology is rapidly changing, and staff need to feel comfortable in having an active role in enhancing how they are trained and coached. Issues that come up during live interactions should have a“ Drop Box” type of approach for agents to leave comments, including areas of frustration that are occurring with AI.
Team task force time should be scheduled weekly. It is important for agent staff to have input in how to make their interaction a more pleasant experience for them and your customers.( I want to thank Bill Magnuson, CEO, CAIO and Founder of NexusBlue and Melissa Swartz, Founder of Swartz Consulting for their expert advice and counsel regarding AI implementation.)
Brendan Read is Editor of Contact Center Pipeline. He has been covering and working in customer service and sales and for contact center companies for most of his career. Brendan has edited and written for leading industry publications and has been an industry analyst. He also has authored and co-authored books on contact center design, customer support, and working from home. Brendan can be reached at brendan @ contactcenterpipeline. com.
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