Digital transformation, artificial intelligence, data mining and the cloud are increasing efficiency and improving customer engagement. Approximately 46% of customer interactions are already automated, with the trend toward automation accelerating further during the pandemic.
However, as chatbots pick out the simpler queries, contact center staff take on the strain of having to deal with more complex customer enquiries. This can have an impact on the counselors mental and emotional state. Agent churn is 15% (average) across UK call centres.
This annual attrition rate costing a 500-seat contact center approaching £1m to recruit and train counselors. Your people are your number one CX asset, so taking care of them is vital. As Virgin boss Richard Branson said: “The way you treat your employees is the way they will treat your customers.”
Turn CX innovation inward to the call center
According to Herve Racine, Country Manager, Sabio France, Italy and Morocco, turning CX innovation inward to the contact center can enable the same powerful technologies that deliver automation to support advisors in their complex workloads. For example, by integrating multiple solutions, it is possible to create a single, unified desktop that provides advisors with a view of customer touch points across all channels.
A unified desktop is at the heart of a successful human service approach. You might think that providing a unified desktop means embracing a range of new technologies. Chances are, however, that you already have many of the components you need and can take an iterative approach that, importantly, brings contact center advisors with you.
The iteration starts by seeing where you are right now. How advanced is your CX? Use data to agree on what success looks like, identify strategy, and build a plan for success. Organizations that use data-driven decision making will see the most successful transformational results.
How can data support advisors in the customer center?
Imagine if your advisors knew why customers are calling and how best to meet their needs. Extracting information about actual call trends can give advisors a more detailed view of each caller’s intent. It can also improve call routing and create a seamless journey between IVR automation and knowledgeable human advisors.
Yet even the best counselors don’t have all the answers. So use AI to support advisors in providing better customer service. AI systems can provide advisors with real-time contextual feedback so they know the best actions to take, helping them deliver top-notch CX.
How do you know if you’re doing it right?
No one knows better than your advisors. Regular heart rate checks can spot trends before motivation drops. Likewise, you should ask customers to rate their experience at every step, helping you spot issues and close feedback loops.
Do both and you’ll know if you have satisfied advisors and happier clients.
Sabio believes in combining automation with a human service approach. We are tech agnostic and work with a range of partners to find a solution that best suits you – and your customers.
To learn more about Sabio’s approach to human services, download our eBook on Putting your people first.