A voice AI representative - with natural language understanding - can answer customers immediately, facilitate a conversation to understand their needs, and triage the next appropriate action. Contact centers can further enhance the customer experience through conversational AI. This automation ultimately makes the contact center more efficient and saves costs and valuable agent time. For example, AI can provide directions, give store hours, refill prescriptions, etc. Trend 6: AI Blends Human and Virtual ResourcesĪI in contact centers already solves common concerns that don’t require human interaction. Intelligent routing optimizes the total experience through shorter wait times for customers, a prioritized call list for agents, and an increased likelihood of first contact resolution. Customers incur shorter wait times, and agents with the right skill set are prioritized in the queue.Ĭontact centers leverage CRM data to effectively route callers to the best-skilled agent. Customers can also request a specific agent - one familiar with their issue or perhaps with a prior history. A complex “match-making” process occurs every time a customer calls, to quickly match the customer with the right expert.įor example, routing can help deliver positive customer experiences by connecting calls to the best available agent through skills-based routing or case-owner routing. In fact, intelligent call-routing is available now and its popularity will only grow.
Pairing customers with the right agent has always been a contact center or call center technology trend. Trend 3: Call Routing Systems Find the “Perfect Match” Generally, only more-complex problems will make it to a contact center agent.Īgents need a comprehensive skill set and quick thinking to fully navigate contact center demands and deliver exceptional service.
This truly puts the enterprise at the service of its customers. The ability to quickly find and collaborate with an available resource is embedded within the agent desktop. This helps to resolve difficult issues and drive first contact resolution. Agents must also adapt to changes in contact center or call center technology and quickly reference data in the CRM.Īlso, companies are increasingly enabling their agents to reach beyond the contact center and consult with experts throughout the business. Agents must be ready to tackle challenging issues and pinpoint exactly what went wrong.Īside from excellent communication skills, they’ll need analytical problem-solving skills, strong project management - and in some cases, technical training to understand the finer details of the product or service. This suggests that, frequently, only more-complex problems will make it to a contact center. Many will first use forums and user communities to find answers. Customer Service Agents Have Become “Super Agents”Ĭustomers are increasingly savvy and self-reliant.
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