... LOOK AT YOUR SERVICE LEVELS WHILE YOU WORK TOWARDS MAXIMIZING YOUR AGENTS ’ PRODUCTIVITY .
... INVESTING IN AGENTS IS MONEY WELL SPENT AS VOICE IS STILL THE NUMBER ONE CHANNEL IN CUSTOMER SERVICE .
Call-Backs and Scheduled Call-Backs
Call-backs and scheduled call-backs keep callers off hold , which improves CSAT , lowers call abandonment , and supports agents when calls are spiking . They also help you squeeze the maximum value out of your agents ’ time by shifting call demand away from peak times to times when agents have more capacity , or might even be sitting idle .
GET YOUR SERVICE LEVELS RIGHT
We want to put in a special word about SLAs in this context . 80 / 20 service levels are still very common in our industry , but there are several reasons why that might not be right for your contact center .
For starters , the automation tools you ’ re looking at to promote agent productivity should also have you questioning one-size-fits-all SLAs . If your bots or self-service tools are handling simple questions , then agents are dealing with more complex problems .
In this scenario , calls handled by agents will almost always take more time than things like account balance inquiries , credit card applications , and PIN resets .
An 80 / 20 service level could have agents rushing through these in-depth calls , lowering your quality of service , and your CSAT ratings : not to mention the negative impact it will have on your agents ’ experience . No one wants that . 80 / 20 also doesn ’ t speak to the newer channels like chat , SMS , and social media .
Be sure to take a close look at your service levels while you work towards maximizing your agents ’ productivity .
24 CONTACT CENTER PIPELINE
... LOOK AT YOUR SERVICE LEVELS WHILE YOU WORK TOWARDS MAXIMIZING YOUR AGENTS ’ PRODUCTIVITY .
HOW AI WILL IMPACT AGENT PRODUCTIVITY
When we think about AI in customer service , we usually start with the low-hanging fruit : automated tools taking on simple , repetitive tasks formerly performed by agents . That is a good use of self-service tools , though , as we discussed , you ’ ll need to adjust your SLAs to correctly measure agent productivity in this scenario .
But we think the bigger gains for AI in the contact center might be more directly focused on agents . Here are some areas to watch :
Real-Time Agent Support
AI tools with natural language processing abilities can help agents understand customer sentiment and supply real time responses as well as hyper-personalized suggestions based on a customer ’ s previous interactions .
Real-Time Translation
Real-time translation is an excellent tool for agents who need language support . It has the potential to ease labor issues by opening up a much broader pool of potential employees who are otherwise qualified to do the work but require some simple translation to assist customers . This could be a game-changer .
RETURN ON INVESTMENT
Agent Training
Agent training is time-consuming and expensive . It takes 90 % of contact centers more than two months to get an agent up to speed , according to ProcedureFlow . And more than one-third of contact centers take at least five months to train competent agents .
AI-powered training tools speed up and optimize this process by letting managers analyze all agent-customer interactions to identify agents ’ gaps in skill and knowledge . This means they can personalize their training based on real events and company trends , rather than with a pre-conceived curriculum .
And by studying and replicating the habits of successful agents , it will be much easier to help struggling agents increase their competence : and help competent agents excel .
... INVESTING IN AGENTS IS MONEY WELL SPENT AS VOICE IS STILL THE NUMBER ONE CHANNEL IN CUSTOMER SERVICE .
AGENTS ARE HERE TO STAY
The rise in automation and self-service may have you wondering if investing in agent productivity is worthwhile . After all , aren ’ t the bots supposed to replace agents ? Indeed , investing in agents is money well spent as voice is still the number one channel in customer service . And the World Economic Forum puts customer service in its top 10 list of growing skills .
More than ever , thoughtful investments in WFM and AI tools , call-back software , and better work conditions , are crucial to protecting one of your most valuable assets : your workforce .
Shai Berger is CEO and co-founder of Fonolo , the industry leading cloud-based , call-back solution . Shai is responsible for the company ’ s strategic direction , product innovation , and driving growth . His accomplishments in the customer service and contact center industries have positioned Shai as a thought leader and innovator in the space .