Did you know that 78% of customers say a positive experience with a call center agent can increase their loyalty to a brand? But with rising call volumes and complex customer needs, it’s getting tougher for agents to deliver exceptional service. This begs the question – can technology, specifically AI, become the secret weapon for boosting agent experience and customer satisfaction?
In a recent interview, we discussed these topics and more with Nerys Corfield, Director of Injection Consulting Limited. Nerys’ has a quarter-century of hands-on experience consulting some of the worlds leading call centers for clients like Volkswagen, Vodafone, British Gas, the National Apprenticeship Service and Sky. She is also a leading thought leader in the space judging prestigious awards like the European Contact Center and Customer Service Awards; Chairing the DMA Contact Center Council for 3 years and being a regular on the webinar, keynote and podcast circuit.
How AI will Transform Contact Centers in the Next 5 Years
Three predictions, for contact center executives to consider, on how AI will shape the future of contact centers
Here are some key takeaways
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Call centers are still facing challenges from the late 90s, such as lack of investment in training and supporting advisors.
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The cost of managing voice interactions is rising,and businesses are looking for ways to leverage technology like AI to augment agents or to move customers to self-served channels.
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It is imperative to bridge the gap between Operations and IT teams when implementing AI solutions.
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AI can help agents by providing them with real-time interaction guidance and automating tasks like call summarization.
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Call centers should develop a roadmap for AI implementation,which includes understanding their pain points, setting goals, and measuring success.