Bruce Belfiore
CEO, BenchmarkPortal
As the contact center industry shifts towards an AI-driven model, contact center agents and managers will need to adapt their skills and knowledge to thrive. Here are some things that agents and managers can do to prepare for this shift:
- Develop technical skills: Agents and managers will need to develop technical skills and knowledge in working with AI-powered tools such as chatbots, voice assistants, and virtual agents. This may require additional training and upskilling.
- Enhance soft skills: Soft skills such as communication, empathy, and problem-solving will remain critical in the AI-driven contact center. Agents should focus on developing these skills to enhance their ability to work alongside AI and serve up exceptional customer experiences by providing the human touch that, still, only humans can provide.
- Embrace change: The shift towards an AI-driven contact center will require agents to be adaptable and open to change. An important element on this AI journey is a mindset. Managers should set the tone by having a positive attitude that motivates agents to develop the skills that will lead to their success.
- Collaborate with AI: In accordance with the previous point, agents and managers should view AI as a collaborative tool rather than a replacement for human interaction. They should be able to work effectively with AI-powered tools to provide seamless and personalized customer experiences.
- Be data-driven: Contact center professionals should become familiar with data analytics and be able to use data to identify trends, insights, and areas for improvement. They should be able to interpret data and use it to make informed decisions about optimizing customer interactions and workflows. Regularly benchmarking against competitive peers is an essential part of this process.
- Focus on continuous improvement: Agents and managers should seek feedback from customers and colleagues, and identify opportunities for growth and development. They should be willing to adapt their skills and knowledge to stay ahead of industry trends and best practices. Leveraging benchmark results to connect the dots between weak points and improvement initiatives is key for both short and long-term success.
Having an “All-Inclusive” mindset to AI does not mean adopting AI everywhere in every way. Instead it means analyzing your situation, identifying the AI opportunities that are best for you, and then proceeding with commitment and a positive mindset - - enhancing your chances of success.
This article was created with assistance from AI.
