BUSINESSES MUST MAKE PLANS TO LEVERAGE NEW TECHNOLOGIES TO REMAIN COMPETITIVE ...
• Problem-solving and adaptability . This new environment will present coaches and QA analysts with new challenges and complexities . This means they will need to be adaptable and possess strong problem-solving skills . It will no longer be all about compliance but instead evaluating the entire experience holistically .
• Continuous learning and upgrading skills . As new technologies evolve , everyone will need to consciously and methodically stay updated with the latest advancements and trends . This means actively seeking opportunities to upgrade their skills through training
THIS NEW ENVIRONMENT WILL PRESENT COACHES AND QA ANALYSTS WITH NEW CHALLENGES AND COMPLEXITIES .
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That said , customer service organizations need to avoid the mistake made with early chatbots , which were falsely presumed to be simple replacements for human agents .
The Wall Street Journal posted an article demonstrating the potential “ people versus machines ” conflict lurking just below the surface . It reported that some call centers are using AI models to remove decision-making responsibility from agents by scanning conversations and recommending precise agent responses based on words and sentiments expressed by customers .
36 CONTACT CENTER PIPELINE programs and certifications and staying connected with industry networks and communities ( like the QATC ).
It ’ s essential to recognize that AI is a tool to enhance human capabilities , and combining human expertise with AI insights will ultimately lead to better QA and customer experience outcomes .
THE FUTURE OF QA IN CONTACT CENTERS
There is no question that , as technology advances , tools supporting QA will evolve . Incorporating sentiment analysis , voice recognition , and emotional intelligence capabilities into AI tools holds the potential for more accurate and contextual coaching recommendations .
This will enable contact centers to provide agents with a deeper understanding of customer emotions , allowing them to tailor their interactions accordingly .
By leveraging the strengths of both human expertise and AI capabilities , contact centers can deliver enhanced customer experiences , improved agent performance , and increased operational efficiency .
BUSINESSES MUST MAKE PLANS TO LEVERAGE NEW TECHNOLOGIES TO REMAIN COMPETITIVE ...
Agents interviewed for the article said they valued AI ’ s ability to help them make better decisions by accessing information quickly , but they objected to being required to use AI-generated scripts against their own judgment .
“’ It ’ s hard for robots with no emotions to judge how a call is going ,’” said one agent . Another joked that he and his colleagues were “’ taking up a collection to get a hearing aid ’” for the AI assistant deployed in their contact center , which has been prone to mistakes .
TECHNOLOGY IN THE SERVICE OF HUMANS
The business climate remains fragile in
QUALITY ASSURANCE
As the market continues to embrace AI technology to engage directly with customers via self-serve options and indirectly via AI-supported QA , contact centers prioritizing these advancements will gain a competitive edge in the ever-evolving customer service landscape .
Sharon Oatway , President & Chief Experience Officer at VereQuest . and her team have evaluated millions of customer interactions . This insight formed the development of their standalone Quality Assurance platform and a library of customizable e-learning designed specifically for contact centers . VereQuest clients consistently deliver superior customer experiences .
AUTOMATION
the wake of major recent disruptions caused by the COVID-19 pandemic , supply chain issues , inflation , and geopolitical uncertainty . Businesses must make plans to leverage new technologies to remain competitive , while at the same time making contingency plans for economic recession , which may or may not be just ahead .
The labor market also remains relatively tight , and businesses are still obliged to attract workers with promises of greater job satisfaction and work-life balance .
Contact center leaders that adopt intelligent automation will be better positioned to deliver on those promises , and more likely to attract high quality employees . For maximum advantage , they must deploy today ’ s powerful new technologies to help make their live agents better customer servants .
Matt McConnell is Chairman and CEO of Intradiem . He founded the company in 1995 with a vision of reinventing customer service through automation and artificial intelligence . Today , Intradiem is the leading provider of Intelligent Automation solutions for customer service teams .