AI COMPETENCY CENTER
ILLUSTRATION PROVIDED BY ADOBE STOCK
WHY
YOU NEED AN AI COMPETENCY CENTER COMPANIES NEED A MEANS TO MAXIMIZE AI BENEFITS AND MANAGE CHALLENGES .
BY NIKOLA MRKSIC , POLYAI
In today ’ s ultra-competitive business landscape , the most effective path to success requires surpassing your customers ’ expectations every time . However , customer demands and desires constantly shift , especially amid big technology changes or tumultuous economic conditions .
The delivery of exceptional customer service is evolving from “ nice to have ” to table stakes . In a call center environment , customers expect outstanding service on every call , no matter what . Meeting these expectations , as other customer preferences and product needs change , requires adaptability and a focus on productivity .
Effective contact center agent productivity forms the foundation for many business benefits , including enhanced customer satisfaction , reduced operational costs , and improved brand reputation . To maximize that productivity , companies are embracing technological advancements like artificial intelligence ( AI ) and automation to empower their agents to handle inquiries more efficiently and effectively .
THE DELIVERY OF EXCEPTIONAL CUSTOMER SERVICE IS EVOLVING ... TO TABLE STAKES .
Agile call centers are better equipped to offer customers seamless , empathetic , and effective interactions . By prioritizing adaptability , call centers enable agents to resolve customer needs with understanding and ease : even as demands change day to day .
CHALLENGES FACED BY CONTACT CENTER AGENTS
As most contact centers currently stand , however , human agents remain the first point of contact for customers who call seeking the answer to a problem .
While agents regularly resolve many of these calls calmly and completely , agents also bear the brunt of angry , frustrated customers who completely forget their manners . Dealing with an unpleasant caller can be emotionally
FEBRUARY 2024 19