AI, CTI, WFM Transform Call Centers

Call centers have traditionally been seen as a cost center for businesses. But they don’t have to be.

Instead, organizations can parlay these important facilities into profit centers. And since people are the most expensive part of call centers, they’ll need workforce management solutions to do that.

Personnel typically account for 60 to 70 percent of call center costs. But a new study from Monet Software (News - Alert) indicates that workforce management systems can help them reduce staff hours by at least 2 percent and realize average savings in the 5 to 10 percent range. That’s because workforce management software can help with everything from forecasting, to monitoring intraday staff adherence, to scheduling and tracking employees, to talent acquisition and training.

And artificial intelligence and computer telephony integration are among the technologies that help power workforce management solutions and can enable these productivity improvements, says Monet Software.

AI has an array of applications in the call center. It can be used to generate highly accurate staffing forecasts to allow call centers to optimize scheduling. Artificial intelligence also can identify various phrases, tones of voice, and words during calls and other interactions. That can help call center managers to understand when additional agent training or call intervention may be needed.

As for CTI (News - Alert), this is a technology that’s been around for some time. But, it’s still relevant today. CTI is noteworthy because it marries the power of computers with that of voice communications. And that can enable call centers to do such things as automatically populate agent computer screens with information on callers. That way, agents don’t have to spend time and effort calling up such information, and calls can be handled more quickly – making the most of call center human resources and providing customers with quicker resolution in the process.

Edited by Mandi Nowitz