6 . EXPANDING THE QUALIFIED LABOR POOL

The Challenge :

As one of the most established high-volume hiring industries , many contact center organizations have developed effective — but entrenched — hiring systems .

While the age-old adage “ nobody ever got fired for using ( insert behemoth job board here )” holds true , the downside is that this approach can lead to missed opportunities to reach a broad range of talent . Relying solely on familiar candidate sources also brings a more significant risk , namely unintended bias : which can reduce the available agent pool and limit candidate quality .

Hiring diversity isn ’ t simply about recruiting and employing individuals from a wide range of backgrounds ; a core tenet is thoughtfully expanding your talent pool . Diversifying how and where you hire is an impactful way not only to improve hiring diversity but also to enhance engagement , retention , and performance across your organization .

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Three out of four agents report that their company leadership is now encouraging shifting from strictly customer service to active selling in their interactions with customers . Therefore , it is vital that organizations empower them with the right technology to facilitate effective change management .

Among agents that already have AI technology , our research uncovered that :

• 81 % feel they can comfortably identify when to shift an interaction ’ s focus from service to sales .

• Of those fitted with AI , 82 % of agents report ease with both selling and cross-selling products .

42 CONTACT CENTER PIPELINE

How AI Can Help :

At a basic level , AI can assist you in identifying potential candidate sources specific to your company and industry . For instance , using a prompt like “ What ( industry ) job boards exist where I can advertise my ( open position ) role ?” can reveal lesser-known boards that often have lower costs and qualified applicants .

Additionally , AI can analyze sourcing data from your ATS or hiring platform to identify candidate sources that may be low-volume but high-quality . This data can guide you in exploring ways to increase output from those sources .

AGENT RECRUITMENT

LOOKING AHEAD

The challenges facing contact centers today - from high turnover to candidate ghosting - are significant , but they are not insurmountable .

AI offers a range of solutions that not only make the hiring process more efficient but also improve the quality and retention of employees . By automating repetitive tasks , providing valuable data insights , and engaging candidates more effectively , AI helps contact centers streamline their operations and achieve better hiring outcomes .

In your rapidly changing and competitive industry , embracing AI is no longer a luxury : it is a necessity . Contact centers will continue to face the pressures of high demand and tight labor markets , therefore leveraging AI will be critical to staying ahead of the curve and building a resilient , engaged workforce .

Thad

Price is CEO of Austin-based Talroo , the multi-award-winning talent matching platform for enterprises designed for sourcing essential and hourly workers .

By implementing AI in the contact center , business leaders can alleviate common pain points as agents begin prioritizing sales opportunities . The technology can provide agents with the right information at the right time . This helps them better recognize and understand when to make personalized offers , navigate objections in real-time , and successfully close sales using proven best practices .

THE FUTURE OF AI

The bottom line is that agents are increasingly demanding supportive AI solutions . They are largely viewing this technology as a tool that better supports their work , increases their confidence , and empowers them to effectively solve customer issues and sell to customers .

By deeply embedding AI in the contact center , organizations can make a significant impact on agent attrition , drive increased performance among their workforce , and help agents focus on what matters most . Namely developing strong relationships with their customers .

Devon Mychal is the Head of Product Marketing at Cresta , a company offering generative AI solutions for contact centers . Responsible for market research , product evangelism and go-to-market strategy , Devon is an expert on practical applications of AI in customer service and high-volume sales .