In the past , working in a contact center often meant commuting long distances and spending long hours at a desk in a physical office . For some individuals , particularly those with disabilities or other challenges that make commuting or sitting for extended periods difficult , this was a significant barrier to employment .
Now , with remote work options , these individuals can contribute their skills and expertise without the need to endure long commutes or physically demanding office environments . Digital platforms that comply with accessibility standards ( such as WCAG 2.0 ) ensure that assistive tools are available for differently abled individuals , including those with visual impairments .
Additionally , AI-driven solutions , such as real-time coaching bots , help employees get up to speed quickly and reduce the need for extensive in-person training , benefiting people from diverse backgrounds and abilities .
The shift to remote work and digital tools in contact centers also removes many traditional barriers , particularly for non-native English speakers or individuals from marginalized groups .
Digital channels , such as chat , remove reliance on phone communications , helping to minimize biases related to accents or language fluency . This creates opportunities for people who might otherwise face discrimination in a traditional office , including immigrants , Indigenous peoples , and formerly incarcerated individuals .
By reducing workplace prejudices and embracing flexibility , remote work is fostering more diverse , inclusive , and accessible job opportunities , benefiting both employers and employees .
A LONG-ADVOCATED BEST PRACTICE IS TO HAVE COMPLEX QUESTIONS , ISSUES , AND SALES OPPORTUNITIES ESCALATED TO SUBJECT MATTER EXPERTS ( SMES ). BUT IS THIS HAPPENING , AND IS THE EXPECTATION FOR HIGH QUALITY , CUSTOMER-SATISFYING ENGAGEMENTS BEING MET ?
DH : It is not , and there is one reason why . There is no such thing as a simple engagement anymore . All the easy stuff is being managed by automated methods like websites , chatbots , and IVRs . Only the complex questions make it through the gauntlet . The SMEs are being inundated with all the questions , and it has the effect of homogenizing all the agents .
MP : SMEs are a prized resource in any organization , but they are often overwhelmed with requests . The more we can help them by removing repetitive and automatable tasks , the more they can help customers solve complex problems . The goal of solutions like automated knowledge base assistance , bots , and real time shortcuts is to help free up their time .
DS : Brands are working to find a balance between human agents and AI in the contact center . The goal of AI and CX automation is to make every agent your best agent – and that includes bots – who can provide the best level of service possible .
By using agent-facing virtual assistants and automation coaching technology , companies can leverage AI to assist in complex queries , sales opportunities , and potential issues .
For example , AI-powered real-time coaching tools support QA , ensuring agents follow company protocols and provide consistent service . Done right , they deliver the support agents want and need without business disruption . These tools are designed to guide only the agents who need it , elevating agent performance in specific targeted areas .
" SMES ARE A PRIZED RESOURCE IN ANY ORGANIZATION , BUT THEY ARE OFTEN OVERWHELMED WITH REQUESTS ."
-- MANISHA POWAR
ET : AI is transforming knowledge management systems , empowering businesses to deliver faster , more accurate , and more personalized CXs without the need , in most cases , to escalate contacts to and schedule engagements with busy SMEs .
Traditional challenges like siloed knowledge bases , disparate data sources , and generic AI models trained on unreliable internet data have hindered efficiency and trust . These have caused agents to reach out to others with their knowledge to help customers .
However , interaction-centric AI hyper-platforms are transforming these limitations into opportunities . By centralizing data , knowledge , and AI models on a unified platform , organizations can seamlessly automate workflows and provide consistent , real-time information across all touchpoints .
As a result , agents no longer waste time searching for answers : AI delivers knowledge directly to their fingertips , enabling faster resolutions and improved productivity . These platforms can also leverage enterprise knowledge and insights from top-performing agents to train Conversational AI , creating a dynamic feedback loop that continuously enhances performance .
Additionally , AI is not only instantly providing information to live agents but also to chatbots and self-service solutions , ensuring that queries are addressed intelligently and efficiently .
8 CONTACT CENTER PIPELINE