Uncovering Measurable Success with Agent Assist Technology in Contact Centers
Contact center leaders are constantly seeking ways to improve agent productivity and enhance customer satisfaction. One powerful tool that is gaining traction in the industry is agent assist technology. This innovative software utilizes AI to provide agents with real-time advice, information, and context to deliver exceptional customer service.
At the recent Enterprise Connect conference in Orlando, agent assist was a hot topic of discussion. Metrigy hosted a session titled, “Agent Assist and Virtual Assistants: How are Companies Supercharging their Agents?” where CX leaders agreed that 2024 will be a pivotal year for the growth of agent assist technology.
So, how exactly does agent assist benefit the contact center? Firstly, it addresses the growing priority of agent productivity. While customer satisfaction has traditionally been the main focus for contact center leaders, the importance of agent productivity is on the rise. Organizations are realizing that by improving agent efficiency and happiness, they can ultimately enhance customer satisfaction.
Moreover, agent assist can help combat high agent turnover rates and burnout. By offloading tasks such as after-call work and follow-up emails, agents can swiftly resolve issues and move on to the next customer interaction. This not only improves agent morale but also contributes to better customer experiences.
Furthermore, companies that have implemented agent assist have seen a reduction in average handle time. AI-powered technologies provide agents with personalized advice, context for interactions, and even offer discounts or promotions to retain customers. This not only improves efficiency but also drives sales, with many organizations reporting an increase in upselling and cross-selling opportunities.
Additionally, contact center supervisors find value in agent assist as well. By pairing this technology with coaching software, they can offer online training during downtime, leading to improved staff performance and, ultimately, higher customer satisfaction levels.
Generative AI (GenAI) plays a crucial role in enhancing agent assist capabilities over time. Agents can use GenAI to quickly access answers to customer queries, generate documentation, or even adjust their schedules. This technology also improves transcriptions, saving agents time on post-interaction tasks.
In conclusion, agent assist technology is a game-changer for contact centers looking to boost agent efficiency and customer satisfaction. As agents become more comfortable working alongside AI, they will be able to handle a greater volume of interactions each day and meet their KPIs more effectively. With the right strategies in place, contact center leaders can uncover measurable success with agent assist technology.
