4 Reasons Why Agent Assist Is So Hot Right Now?
Soaring complexity in the contact center, the work-from-home normal and the silver lining provided by AI and RPA.
Trend #1: Increasing Contact Center Interaction Complexity x Increasing Agent Desktop Complexity
Trend #2: Rise of Real-time Speech Analytics
How to Use Insights from Speech Analytics to
Automate the Contact Center
Trend #3: Robotic Desktop Automation in the Contact Center
How to Discover the Best Use Cases for Robotic Desktop Automation in Your Call Center
Trend #4: COVID & the Work from Home Normal
Enabling remote call center agents requires:
Learning Organization – As the interactions handled in the contact center get more complex each year, contact center leaders are required to reexamine how they train, onboard and enable their agents to become the best agents they can be. The traditional means of classroom training, post-call analytics, performance management, quality management and falling by the wayside.
According to Gartner, your best employees in this digital era will be the fastest learners. Further 70% of their learning should come from on-the-job experience. While the work from home normal as placed spotlight on agent onboarding, contact center leaders need to ask themselves whether they are doing everything they can to enable their workforce for the coming disruption.
Real-time Assistance – It’s more important than ever to maximize your agents’ ability to manage complex interactions from home, and to overcome any inherent risks introduced by a predominantly remote workforce.
Contact center leaders increasingly rely on AI and automation, not
humans, to assist agents in real-time, to mitigate risks and reliably boost revenue and customer loyalty.