SCHEDULING BOTS LEVERAGING AI ARE QUICKLY BECOMING A GAME- CHANGER FOR UNLIMITED EMPLOYEE SCHEDULE FLEXIBILITY .
AGENT EXPERIENCE
ILLUSTRATION PROVIDED BY ADOBE STOCK
AUGMENTING
THE WORKFORCE HOW AI-POWERED NEXT-GEN AUTOMATION IS DRIVING IMPROVED EXPERIENCES .
BY DAVE SINGER , VERINT
Across the board , workforce participation remains below pre-COVID-19 pandemic levels . According to the U . S . Chamber of Commerce , 1.7 million Americans are missing from the workforce , as compared to February 2020 .
In the face of rising labor shortages and expenses , it ’ s no surprise that according to our “ State of the Digital Customer Experience 2024 ” report , 66 % of organizations expect to increase investments in artificial intelligence ( AI ) and automation . They are doing so to meet their goals of helping to maximize their customer engagement workforce and elevate the customer experience ( CX ).
26 CONTACT CENTER PIPELINE
Prioritizing the agent experience is key to ensuring exceptional CX . Employees who feel valued and satisfied in their roles are more likely to go the extra mile to ensure customer satisfaction .
We are in an exciting time where AI-powered tools and bots are reshaping workforce management ( WFM ) through purposeful automation to improve the agent experience and empower the delivery of high-quality CXs with the added benefit of cost containment .
SCHEDULING BOTS LEVERAGING AI ARE QUICKLY BECOMING A GAME- CHANGER FOR UNLIMITED EMPLOYEE SCHEDULE FLEXIBILITY .
THE SCHEDULING STRUGGLE IS REAL
Contact center agents deal with a high volume and variety of calls and interaction types requiring extensive knowledge about products or services and must be able to adapt quickly to different situations .