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Delivering a seamless customer experience isn’t as simple as it used to be. Today’s contact centre employees must manage a wide variety of communication channels, continue multiple intermittent customer conversations over several days and weeks, and deliver results under increasing pressure from both leadership and customers. To deliver the customer experience expected of them, employees need to be engaged with their work, skilled at their jobs, and equipped with the right tools. Artificial intelligence (AI) tools can support your employees in various ways. Here are three key ways your organisation can use AI to improve your employee experience:
1. Help your employees succeed
Your employees make or break your organisation’s ability to perform well. When your employees have exceptional work experiences, it’s more likely that they’ll deliver exceptional customer experiences. Creating those exceptional experiences begins with learning who your employees are, what their unique skills are, and how to best use their innate talents.
AI allows you to identify your employees’ strengths and areas of opportunity so you can provide the tools and hands-on support they need to succeed. Providing this support helps your employees feel comfortable and capable in their skills. It also lets you create a more engaged and dedicated culture for your entire contact centre. Demonstrating care, support, and authenticity for your employees’ success and happiness is proven to enhance loyalty to your company and increase staff retention and tenure.
Certain capabilities can directly affect your employee experience, including:
Predictive routing
While some employees excel in handling returns and exchanges, others might perform best when dealing with upset customers. Predictive routing learns about your agents’ strengths and intelligently matches customer interactions to the most ideal employee. Not only does this ensure that your customers receive efficient support, it also helps agents focus on the interactions where they can most succeed.
Rewards and recognition
Motivating employees to reach individual, team, and company-wide goals is easier with the help of AI tools. Through competition and structured gameplay, you can improve employee performance, engagement, and enjoyment, while also gaining insights into each employee’s work and performance.
2. Create more efficient workflows
When employees deal with insufficient resources or inefficient processes, they can become frustrated. Removing these roadblocks is key to improving overall satisfaction and creating a more enjoyable employee experience. One major way to do this is to ensure your employees can allocate their time to higher-priority, higher-yield tasks.
Here are some of the best AI-powered capabilities to achieve these tasks and more:
Automated forecasting and scheduling
Resource management in a call centre is a complex job. We simply can’t predict the future, so scheduling can be a challenge. However, with the right historical data and AI support, this task becomes easier. Automated forecasting and scheduling calculates future resource needs and maps it to best fit employee schedules. As demand fluctuates, this tool can react in real-time to ensure that staff with the right skills are available to help customers.
Predictive engagement
Your customers don’t like to waste time—and neither do your employees. Instead of having your agents reach out to potential customers browsing your site at random, Genesys Predictive Engagement uses AI to find, win, and keep online prospects and customers by engaging them at the right time—with the right resource and action. This makes the best use of your agent’s time, ensuring that when they reach out to a customer it’s because that customer actually wants or needs help.
3. Use the right tools for the job
Most employees want to do a good job. But without the right tools and resources, it can feel nearly impossible for them to efficiently execute their roles and responsibilities. AI capabilities can lend a helping hand across nearly every facet of your business, simplifying complex processes and removing, repetitive tasks from your employees’ list of responsibilities.
Interaction analytics
Every interaction that your employees manage is full of information, including emerging trends and unexpected events. With the right AI support, you can categorise and mine recorded conversations for key events and language. Managers and supervisors can search these interactions to better understand how their employees perform. And they can turn what they find into action items that range from hands-on coaching to in-the-moment praise.
Conversational AI: chatbots and voicebots
AI-powered chatbots and voicebots free your agents from the task of answering repetitive customer questions, such as operating hours and company mailing addresses. Bots can even provide the right contextual information to agents in real time, enabling them to offer better support to the calls that reach their lines.
From longer employee tenures to more positive Glassdoor ratings and better overall customer service, curating a strong employee experience has many benefits. It affects your organisation’s ability to drive revenue, meet customer demand, and operate more efficiently. Reaching your company’s goals—no matter what they are—depends on all your employees’ efforts. And AI capabilities make it easier to create that exceptional employee experience.
Remove unnecessary roadblocks and create a more seamless employee journey with AI.
