UPDATE YOUR PUBLIC MESSAGING AND AGENT SCRIPTS TO SHOW EMPATHY FOR THE BROADER SERVICE ENVIRONMENT, WHILE CLARIFYING WHAT YOUR ORGANIZATION CAN DO...
THE MOST IMPORTANT LESSON WAS THAT AI IS NO SUBSTITUTE FOR HUMAN AGENTS. IT ' S A PARTNER, NOT A REPLACEMENT.
This approach not only anticipates the practical challenges candidates will face but also significantly reduces turnover and refines the recruitment process. Here are several additional advantages.
• Enhanced efficiency and improvement in service level agreement( SLA) fulfillment.
• Immediate, comprehensive feedback facilitates informed decision-making.
• The capacity for mass interactions, allowing simultaneous candidate evaluations.
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• Advanced data analytics for identifying trends, behaviors, and potential.
• A reduction in bias, offering a more objective basis for candidate selection.
• Personalized training based on AI-driven prompting and tuning.
We learned a lot in our long journey of introducing AI into our processes. The most important lesson was that AI is no substitute for human agents. It’ s a partner, not a replacement. We also learned there is always room for improvement, both on the technical side and the human side.
Moving forward, it’ s important for the industry to seek a balance between the experience of employees and end-users. This is done through constant improvements in how we use AI, continually working with our customers to implement AI in their own CX processes.
AI is a long journey. First companies can use it for business insights to improve current services, then to support their customer-facing agents to boost
UPDATE YOUR PUBLIC MESSAGING AND AGENT SCRIPTS TO SHOW EMPATHY FOR THE BROADER SERVICE ENVIRONMENT, WHILE CLARIFYING WHAT YOUR ORGANIZATION CAN DO...
CENTERS OF EXCELLENCE
THE MOST IMPORTANT LESSON WAS THAT AI IS NO SUBSTITUTE FOR HUMAN AGENTS. IT ' S A PARTNER, NOT A REPLACEMENT.
their capabilities and skills to be more efficient, and eventually as a front-end to customers.
In this way, the strategic integration of AI is not only optimizing the CX, but also profoundly transforming the way businesses operate and evolve in an increasingly digitized marketplace.
Pablo Sánchez currently serves as Global Chief Marketing Officer and ESG Director, Atento. Over the past decade he has specialized in assignments relating to the management and implementation of digital transformations of processes and people in multiple sectors.
GOVERNMENT CUSTOMER SERVICE
5. GET AHEAD OF THE BRAND IMPACT
Consumers don’ t always distinguish between public and private responsibility. When they’ re failed by government systems, they may take their frustration out on the brands they can reach.
Companies that anticipate this and communicate proactively will come out ahead. We have used the word“ opportunity” a couple of times in this article: this is definitely a time of opportunity for brands that can show value.
Action: Update your public messaging and agent scripts to show empathy for the broader service environment, while clarifying what your organization can do— and where to go for help you can’ t provide.
YOUR CUSTOMERS STILL NEED ANSWERS
Federal agencies may be reducing their service footprint, but that doesn’ t change two simple truths. Many of the services these agencies provide are critical to the people who receive them and many of these people still need support.
This is where contact center leaders have a chance to step up and not just reactively, but strategically. That means preparing teams for more complex calls, leveraging AI and automation to scale,
Jessica Petrie, Director of Strategic Insights, InMoment has more than 15 years of experience and works with clients to uncover actionable insights from customer and employee data to improve their business outcomes. Her experience spans working with clients across a variety of industries including retail, food services, and healthcare. and rethinking how you gather and act on customer insights.
It means moving beyond surveys and embracing the full picture: every voice, every interaction, and every bit of data.
Your organization didn’ t create the problem, but how you respond could define the experience your customers remember. And this can be great for your brand and bottom line as well.
Jim Katzman, Principal, CX Strategy & Enablement, InMoment is a seasoned professional with over 20 years of experience in CX strategy and management. Jim guides clients in utilizing the voice of the customer to enhance their customer experience and achieve financial value.
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