It's not as simple as it used to be to create an uncomplicated customer experience. Contact center workers today must manage multiple communication channels and maintain conversations with customers for a period of days or weeks and produce results under pressure from both leadership and customers. The employees must be passionate about their job, skilled at their jobs, and have the right equipment to give the best customer experience. Your employees can benefit of artificial intelligence (AI) tools in numerous ways. Three main ways in which AI can be utilized to enhance employee experiences.
Help your workers be successful
Your employees determine your brand's ability to succeed. When your employees have exceptional work experiences, it's more likely that they will deliver extraordinary customer experiences. It all starts with understanding your employees and learning their special skills.
AI lets you identify your employees' strengths and areas for improvement so that you can provide the tools and hands-on support required to help them succeed. Providing this support helps employees feel confident and capable in their skills. It also lets you create an engaged and committed culture throughout your contact center. Promoting support, care and genuine concern for the success of your employees and their happiness is proven to enhance the loyalty of your brand and improve retention and longevity of your staff.
Certain employees excel with handling exchanges and returns. Others may be better at handling customers who are unhappy. Predictive routing identifies the strengths of your employees and then matches customer interactions with the most optimal employee. This is not just a way to ensure that customers receive efficient support It also assists agents focus on the interactions where they can most succeed.
Reward and recognition
AI tools can make it easier for employees to be motivated to accomplish the company's individual, team and corporate goals. You can increase the level of engagement, enjoyment and performance through the game, and get insights into the activities and performance of every employee.
Make workflows more efficient
If employees face less-than-ideal resources or inefficient processes, they can become frustrated. These roadblocks can lead to discontent and less satisfaction. This can be accomplished by ensuring that your employees can allocate their time to tasks that have higher priority and greater yield.
These are only a few of AI-powered best practices for getting these tasks done.
Automated forecasting and scheduling
Resource management for a call center is a difficult job. Scheduling can be difficult since humans aren't able to see the future. However, with the proper historical data and AI assistance, this job becomes much simpler. Automated scheduling and forecasting calculates the future resource needs and maps it to work best with employee schedules. This software can react immediately to changing requirements to ensure that staff you need are available to help customers.
Your customers don't want to lose time. Your employees don't want to waste time either. Instead of having your agents reach out to potential customers who are browsing your site at random, Genesys Predictive Engagement uses AI to locate how to engage, keep and win online prospects and customers by engaging them at the right moment -- and using the right resources and actions. This allows you to make the most effective use of your agents' time making sure that whenever they contact a customer it's because that customer is actually in need of help.
Be sure to have the correct tools
Employees want to be able to perform their job well. It's nearly impossible for employees to efficiently fulfill their roles and responsibilities if they don't have the right equipment and resources. AI capabilities can provide assistance in nearly every facet of your business making complex processes easier to manage and removing repetitive tasks from your employees' list of tasks.
Analytics to improve interaction
Each interaction your employees handle can be a wealth of information which includes new trends as well as unexpected events. You can use artificial intelligence to classify and mine recordings to find important events or words. The conversations can be analyzed by managers and supervisors to assist them in understanding the performance of their employees. They can then translate the data into actions that could include coaching or praise at the time of need.
Conversational AI: chatbots and voicebots
AI-powered chatbots, voicebots, and chatbots free your employees from the responsibility of responding to repetitive questions from customers for example, working hours or company mailing addresses. Bots are able to provide relevant information to agents in real time, enabling them to offer better customer service to those customers who call their lines.
From longer employee tenures to better Glassdoor scores to better overall customer service establishing an impressive customer journey has many benefits. It can affect your company's ability to increase revenue, meet the needs of customers and run more effectively. The achievement of your company's goalsregardless of what they are -- depends on the employees' efforts. AI technology makes it much easier to deliver an exceptional employee experience.