Three Key Considerations to Enable Objectivity, Upskill Workers, and Gain Buy-In for Change

Manually evaluating calls is costly, time-consuming, and rife with subjectivity. This creates an atmosphere of animosity and causes organizations to miss opportunities to improve the customer experience. AI and automation overcome those barriers and more to drive customer-centricity.

The following are three key considerations to ensuring successful change management when building a modern, customer-centric organization:

• Removing subjectivity reduces animosity -- When agents are evaluated on just a handful of calls, contact centers miss key insights, and coaches spend valuable time sifting through interactions to find a coachable moment. Agents feel that the process isn't fair, and that creates animosity between agents and the supervisors scoring their interactions. Using AI to automate objective scoring on 100 percent of interactions empowers agents with the opportunity to proactively improve their performance while removing animosity from the process. It also uncovers the good as well as the bad, enabling organizations to give positive feedback in addition to addressing areas that need improvement.
• AI and automation upskills rather than replaces agents -- AI and automation can be frightening words. But infusing these technologies into agents' daily routines results in an often unanticipated effect of upskilling them. For example, a solution provider using these technologies reported that employees have now been upskilled as analysts in scorecard development, system administration, and query building to proactively identify issues. They're focused on mining insights and large-scale trends that would otherwise go unnoticed.
• A pilot team helps gain stakeholder buy-in -- Starting small with a tech implementation enables a smaller group of users to experience the benefits themselves, then serve as ambassadors of the solution across the organization. Communication is critical, and it is important to give one key message to each employee as it is rolled out: what, specifically, is in it for them.

Learn more about how customer-centric organizations are using AI and automation at www.nice.com/enlighten-ai.