AI is only as good as its data. Data is the backbone for AI to improve experiences, whether that experience is the GPS guiding you to the shortest route, the streaming service you access to binge-watch the latest series, or the automatic call distribution (ACD) connecting customers to your agents.
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Transforming customer experiences
Customer experience management (CEM) has become more complex due to emerging technologies and perpetually shifting consumer expectations.
Imagine trying to settle a new continent or explore a new planet – so much would be unfamiliar, including unmapped areas, suspecting locals, and not even knowing what you don’t know. Now, think of your contact center agent, similarly sent off into the new era of digital everything – still trying to deliver exceptional customer service, but under pressure, a lone pioneer in a new territory, and challenged in unprecedented ways by the change in culture and surroundings.
Contact center agent burnout is nothing new. Just look at average attrition rates: the Quality Assurance and Training Connection (QATC) reports that annual contact center employee attrition averages 30-45%, which is extremely high compared to other industries.
Digital transformation should be more than an aspirational goal or buzzword. For businesses to succeed and stay ahead of competitors into the future, it’s critical to commence a relevant digital transformation journey that will grow and change with an organisation and its environment.
Data is critically important, but contact centers often route their customers without it—many organizations are holding on to legacy queue-based routing methods developed nearly 50 years ago.
During these volatile times, your business needs to increase productivity, support your people with a better work experience, and meet the expectations of a digital-first customer.