Working in the customer service field isn’t easy. It requires strong communication and persuasion skills, patience, empathy, the ability to work under pressure and recommend innovative solutions, and numerous other skills. Customer satisfaction is the goal many service industries, such as retail, hospitality and food service, strive to reach.
Contact center agents face additional obstacles in the pursuit of this goal, including high call volumes, a lack of knowledge and/or access to knowledge, poor workforce management, stressful work environments, and more. Some innovative contact centers have started to use artificial intelligence (AI)-enabled solutions to solve some of these challenges and improve organizational performance.
Let’s evaluate how automation can give contact center agents the on-the-job support they need to ensure every customer interaction is a positive one.