COACHING
BY BRENDAN READ, CONTACT CENTER PIPELINE; Q & A WITH LAURA SIKORSKI
FOCUS ON THE BASICS!
LOOK BEYOND AI AT THE REAL NEEDS AND METHODS.
ILLUSTRATION PROVIDED BY ADOBE IMAGES
Today’ s contact centers are faced with meeting, and ideally surpassing, customer expectations that are arguably being impacted by a tumultuous economy in an uncertain world: where their spending often fails to mask their underlying anxieties.
Adding to this are the promises, challenges, and, yes, fears of AI, for both customers and contact center employees.
In this environment, how do contact centers best coach and train their agents? To find out, I had a virtual conversation with consultant and Advisory Board member Laura Sikorski.
WHAT TRENDS ARE YOU SEEING IN COACHING AND TRAINING? HAVE THESE CHANGED / ARE THERE NEW ONES THAT HAVE EMERGED SINCE LAST YEAR?
LAURA SIKORSKI
A: I wish my crystal ball could counteract everything I am seeing. I was shocked to read that AI-enabled software appears to be in the forefront of managements’ time savings and software-generated agent assistance.
According to Delenta, a digital coaching platform,“ The best coaching platforms are now AI-enabled, automatic note-taking, personalized content generation, intelligent scheduling. 56 % of coaches now use AI tools in some capacity to track progress and provide personalized support.”
24 CONTACT CENTER PIPELINE