Complementary Technologies
Furthermore, equipping agents with technology that complements new dayto-day AI integrations helps make the adjustment more gradual and seamless.
Quality headsets and video, for example, ensure that agents have the right audiovisual( A / V) quality when working with customers, whether they’ re at home or on a call center floor. This is doubly beneficial, ensuring a more pleasant experience for agents as well as a smoother experience for the end customer.
CHOOSING WHAT’ S RIGHT FOR YOUR BUSINESS
Ultimately, incorporating AI and working through the inherent challenges of updating workflows will look different for businesses and their contact centers.
But doing so will pay long-term dividends for both employees and customers. Especially as younger, more technologically fluent generations join the workforce, thus making hybrid work a necessity and not an option. AI tools can then help agents adapt to their work environments.
No matter what, agents will need to be offered resources for reskilling. If AI tools provide tangible benefits, agents will want to spend the time and effort not only to reskill, but also to upskill. Contact
ARTIFICIAL INTELLIGENCE
QUALITY HEADSETS AND VIDEO... ENSURE THAT AGENTS HAVE THE RIGHT AUDIOVISUAL( A / V) QUALITY WHEN WORKING WITH CUSTOMERS...
center leaders should be evaluating their operations and strategies to pinpoint where AI investment is most needed to elevate interactions for all parties.
Andreas Orebo Wenzel is the Vice President of Engage AI at Jabra. Engage AI is an innovative coaching platform powered by advanced tone AI, enabling customer service professionals to improve the quality and efficiency of their calls. Andreas has a background in private equity and as a management consultant.
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