... ENGAGED , SATISFIED CONTACT CENTER AGENTS ARE THE KEY TO YOUR ORGANIZATION ’ S SUCCESS ...
... TALENT MANAGEMENT IS BEING SUPERCHARGED WITH AI EMBEDDED INTO BUSINESS PROCESS WORKFLOWS ...
But with an interaction transfer bot , the agent is instantly presented with a summary of the self-service interaction , making it easy to quickly understand the reason for the transfer . This reduces AHTs and increases customer satisfaction scores .
PERFECTING PERFORMANCE MANAGEMENT
Organizations are increasingly investing in AI , analytics , and other data-driven initiatives to scale CX automation , but the truth is that data silo challenges still exist , creating barriers for agent performance and management .
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At the same time , the saying " all that glitters is not gold " could not be more accurate in the current situation for gig workers . Despite the seeming advantages of being a gig worker and rocking the title of " independent contractor ," which may seem appealing , the reality is much less glamorous .
The lack of stability , security , and benefits makes gig work risky for those who choose this path .
I remember talking to an independent contractor agent who had a great experience overall . She enjoyed the work and the learning opportunities that came with it .
... ENGAGED , SATISFIED CONTACT CENTER AGENTS ARE THE KEY TO YOUR ORGANIZATION ’ S SUCCESS ...
In response , AI-powered central data hubs are helping organizations unify , manage , and access large amounts of siloed customer engagement data .
Agents and supervisors can freely explore their organization ’ s engagement data using a highly intuitive , search-driven interface powered by natural language search and Generative AI : no data analyst required .
Now , contact center leaders can effortlessly monitor key performance indicators , track customer interactions and experiences , and analyze agent performance . These insights allow agent supervisors to enhance customer experiences and maximize operational efficiency .
AI IS CHANGING THE GAME
Talent management is the bedrock of the modern contact center to support the delivery of exceptional CXs across all engagement channels .
Today , talent management is being supercharged with AI embedded into business process workflows to maximize automation .
However , she did have a few complaints about two projects that terminated her contract the same day : one in the middle of the day and the other at the end — the sudden change in her situation left her feeling powerless .
CONCLUSION
Call and contact centers may use the above mix to staff their centers , and that ' s okay . Further , centers may use a combination of staffing options to increase benefits and reduce the drawbacks of a particular option .
Providing agents with the proper orientation training , ongoing training and coaching , and good quality assurance ( QA ) is crucial . If outsourcing , ironing out the details in a contract is your best bet to ensure that your customers receive top-notch customer service .
Still , it ' s crucial to ensure that all agents offering services within the same center are offered equal pay and benefits for the same experience and work performed . It ' s frustrating to have one agent receive more pay or different
TALENT MANAGEMENT
... TALENT MANAGEMENT IS BEING SUPERCHARGED WITH AI EMBEDDED INTO BUSINESS PROCESS WORKFLOWS ...
With these tools working behind the scenes , agent supervisors can focus first and foremost on agent coaching in the moments that matter for greater agent performance , which leads to greater job satisfaction , improved agent retention , and overall better customer and employee experience .
With more than 25 years of B2B technology experience , Tricia Manning is director , go-to-market strategy at Verint and specializes in quality and compliance .
COACH ’ S CORNER
benefits than another for the same job . Doing so creates an unfair and unequal system and can create a toxic environment within the center .
Everyone deserves to be treated fairly and respected , which should be reflected in their pay and benefits , creating a positive environment that promotes productivity and loyalty .
Ultimately , engaged , satisfied contact center agents are the key to your organization ’ s success regardless of how or where they work .
Mark Pereira is a certified Trainer and experienced On-Site Supervisor specializing in boosting retention and productivity through proven teaching methods . With an academic background in Business and Innovative Education , he provides coaching to agents with empathy and skill . He stays up-to-date with industry developments from his base in Indianapolis , Indiana .
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