Ai and the Operational Changes Coming to Your Contact Center

AI and the Operational Changes Coming to Your Contact Center

1. Markdown Article

AI and the Operational Changes Coming to Your Contact Center

The scariest thing about the AI revolution is the unprecedented influx of data. When you consider it from a Quality Assurance (QA) standpoint, if you're efficient, perhaps three to four percent of all your customer calls are assessed by a human QA agent. However, within the next year, advanced intelligence and AI will enable 100% of your calls to be scored.

This sudden deluge of data poses several challenges. How do we manage it all? How do these technological advancements outpace the operational capabilities of contact centers? For instance, will our supervisors transition into analysts? Do we have the analytical capacity to handle this massive influx of information?

Investing in AI alone is not the solution. We must invest in tools with AI capabilities and, critically, in our people to ensure they can process and utilize the new information effectively.

By understanding and addressing these changes proactively, contact centers can stay ahead in this rapidly evolving landscape.

2. Keywords

Keywords

• AI Revolution
• Data Influx
• Quality Assurance (QA)
• Advanced Intelligence
• Technological Advancements
• Contact Center Operations
• Supervisors to Analysts
• Analytical Capacity
• AI Tools
• Investing in People

3. FAQs

FAQs

Q1: What is the main challenge posed by the AI revolution in contact centers?

A1: The main challenge is the influx of data, which can be overwhelming and requires effective management and analysis.

Q2: How much of the customer calls are currently assessed by human QA agents?

A2: Currently, if a contact center is efficient, about three to four percent of all customer calls are assessed by human QA agents.

Q3: How will AI impact the scoring of customer calls?

A3: In the next year, AI will enable 100% of customer calls to be scored, which significantly increases the amount of data collected.

Q4: How will the role of supervisors change with the introduction of AI?

A4: Supervisors may transition into analysts to cope with and make sense of the massive influx of new information.

Q5: What should contact centers invest in apart from AI?

A5: Contact centers should invest in AI-enabled tools and in their people to ensure they are equipped to handle the new information and changes that come with AI.

Q6: Why is investing in people important when adopting AI in contact centers?

A6: Investing in people is crucial to ensure they have the necessary skills and knowledge to utilize new tools and manage the increased data effectively.

Q7: What is the overarching goal for contact centers in the face of these changes?

A7: The goal is to stay ahead in the rapidly evolving landscape by proactively addressing technological advancements and operational changes.