YOU CAN TRAIN YOUR AI TO MAKE IT SMARTER AND ROUTE THE CONTACT TO A HUMAN FASTER .
Many centers now use initial bot chats , which can be helpful , but overly complex bot responses often frustrate customers . If customers become aggravated before speaking with an agent , this frustration affects both productivity and the CX .
I experienced this firsthand when contacting my credit card company regarding an overcharge . After 45 minutes of IVR and bot interactions , I finally reached a live agent , but I was understandably irritated .
This initial mismanagement meant the agent had to work to restore the relationship before resolving the issue , a step that drained both time and energy . You can train your AI to make it smarter and route the contact to a human faster .
YOU CAN TRAIN YOUR AI TO MAKE IT SMARTER AND ROUTE THE CONTACT TO A HUMAN FASTER .
Staffing : Your Support Team
Proper staffing is vital to productivity . While workforce management generally relies on historical data , a more agile approach may help . In some cases , temporary support from staffing agencies specializing in contact centers might be beneficial .
Also , consider whether the tools and resources your agents use are helping or hindering their productivity .
I once saw an organization shift from a mainframe to a Windows-based system because cumbersome workarounds in the form of multiple macros were eating up agents ’ time . Yes , it was a significant infrastructure investment , but time is money , and by extension satisfaction . Customers expect fast answers , and slow systems only undermine this expectation .
CONCLUDING THOUGHTS
I hope these tips help you rethink performance and productivity in your contact center . The best experience occurs when a customer ’ s question or issue is answered kindly , correctly , and quickly : that is true high performance and productivity .
AGENT PERFORMANCE
These improvements do not happen on their own ; they require dedicated effort from leadership at all levels . From senior leaders who design systems and allocate budgets to mid-level supervisors coaching agents , improvement is possible : and worth pursuing .
Remember , in the “ contact center Olympics ,” every interaction is a chance to go for gold !
Stacey Oliver-Knappe , M . A ., SHRM-CP is a seasoned consultant with SCC Services Group in contact center leadership . Specializing in operations , performance improvement , and employee retention , Stacey brings over 20 years of knowledge in driving success within customer service , operations , and HR functions . You can connect with her on LinkedIn or at soliver-knappe @ sccservicesgroup . com .
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