CUSTOMER LOYALTY
Yes, I realize programming is critical to AI performance. And I think more time needs to be spent on correct answers to most of what you teach in your trainings.
Finally, how about fixing the“ Press 1, Press 2, Press 3”, etc. and using the KISS method for the IVR? Like“ Press 1 to speak with a live agent, Press 2 to use our automated systems.”
" GENERATIVE AI IS EXPENSIVE. IT TAKES TIME TO IMPLEMENT AND I DO NOT FEEL OUR SOCIETY IS READY FOR IT."
YOU MENTIONED AI. THERE HAS BEEN MUCH DISCUSSION ABOUT( AND INVESTMENT IN) AI AGENTS. BUT ARE AI AGENTS DELIVERING ON THEIR PROMISES? ARE THEY ENABLING IM- PROVED HIGH-QUALITY CXS?
A: Generative AI is EXPENSIVE.
It takes time to implement and I do not feel our society is ready for it. Its core components are powerful algorithms, pattern recognition, and prompt-driven outputs.
But I’ m not sure taking the time to get it right is a priority in many development and implementation projects. There is so much hype about AI and companies feel they must get on the bandwagon as soon as possible.
Implementing AI software that YOU think the customer wants is dangerous and can cause you to lose them. So why not invest in technology that will streamline operational efficiencies, have personalization capabilities, and integrate your customer service support channels into one platform?
Also, how about better collaboration with other departments that support customers ' orders, issues, and resolution? I do think this will improve resolution speed, enhance agent confidence, and ensure consistent, high-quality experiences for every customer and staff member.
CUSTOMERS ARE BEING INUNDATED WITH FEEDBACK REQUESTS, I. E., SURVEY FATIGUE, SO ARE THEY SKIPPING THEM, OR WORSE YET, DELIBERATELY GIVING WRONG ANSWERS? IF SO, IS THIS TREND ACCELERATING, AND HOW DOES THIS AFFECT QA AND CORPORATE DECISIONS?
A: Feedback is necessary even if you think customers will deliberately give wrong answers. How are you going to know what your customers really want and need if you do not ask them?
Have you forgotten about the VOICE OF THE CUSTOMER as a component of your customer service philosophy?
Usually, a 5 % response rate is normal, but be satisfied with 1 %. How about the old-fashioned focus groups? Ask how they feel about automation and what they think AI can help with.
You do not need 20 questions. So, review your“ wrap-up” code reports to identify the reasons your customers contact you and develop questions based on them.
WHAT ARE YOUR RECOMMENDATIONS TO CONTACT CENTER LEADERS TO HELP THEM PROVIDE A HIGH-QUALITY CX?
A: Take a deep breath and do your own internal audit to find out your center’ s strengths and weaknesses. Here are some thoughts on what to look for( see FIGURE).
WHAT YOUR CONTACT CENTER AUDIT SHOULD INCLUDE
When I do audits, executive and middle management staff are surprised at what I find. Be sure you interview new and senior staff to find out what they really see, especially if you let them know the conversation is TOTALLY CONFIDENTIAL.
Brendan Read is Editor of Contact Center Pipeline. He has been covering and working in customer service and sales and for contact center companies for most of his career. Brendan has edited and written for leading industry publications and has been an industry analyst. He also has authored and co-authored books on contact center design, customer support, and working from home. Brendan can be reached at brendan @ contactcenterpipeline. com.
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