Contact centers are experiencing a golden age of technology, thanks to new tools like artificial intelligence (AI) and cloud computing. Much of what’s new is being used to automate repetitive elements of the agent’s job and allow for more advanced self-service on the part of the customer. Many organizations look to automation to control costs by making people more efficient. However, it is very common for teams to overlook automation’s other significant benefit: better agent engagement.
Automation in contact centers should be seen as a stepping-stone on the pathway to deepening agent skills and reducing attrition. Yes, it’s great for cutting costs and ensuring consistent processes. But its greatest benefit may be that it provides agents with the tools they need to excel and grow in their jobs. That also saves money and frees up resources that can be used for further improvements. By 2025, 7 in 10 customer interactions will combine automated conversational self-service and live agents, reducing costs, time and enabling agents to focus on high-value interactions.
