The Future of Call Centers Relies on AI

Working in call centers is not exactly a job that’s spotlighted as enjoyable. But it can be. For years, the industry was plagued by high turnover rates, agent burnout and other disjointed problems that were highlighted each time irate customers turned to online media to detail their experiences.

In recent years, companies have put more focus on improving the work conditions in call centers so that agents feel more at ease and enjoy their jobs. When agents are happy, the project that happiness on to customers. After all, answering call after call and striving to achieve excellent service every time can be a daunting task.

To make it easier for agents to complete those tasks, new technologies and solutions are constantly being introduced. They help with things like streamlining calls, offering insights into a callers history and even automating routine questions.

In terms of workforce management and making it easier to staff and predict call fluctuations, there are also WFM tools that assist managers to achieve the outcomes company’s demand.

Of course it’s not all about what happens internally. As we’ve heard before, it’s all about the customers. They dictate the types of care they’d like to receive, when and on which channel.

Meeting the consistent new demands from today’s customers requires advanced technologies.

These deeper ties into technology and human workers collaborating with machines is happening across  so many industries today.

AI in the call center brings insights and intelligence that otherwise would not be possible to gain. Machine learning means customers can get the answers and information they need quicker and with more ease. This  is what leads those golden experiences all centers strive for.

If you’re interested in hearing more about the future of work and what new technologies are changing the dynamics of the workplace, be sure to attend The Future of Work Expo happening  February 12-14 2020 in Fort Lauderdale, Florida.

The conference will focus on use of AI and ML in the areas of:

• Business Communications
• Collaboration
• Contact Centers/Customer Experience
• Marketing and Sales

Edited by Maurice Nagle

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