Over two-thirds of contact center managers anticipate an increase in agents in the next decade, with AI primarily seen as a tool to enhance agents' efficiency and effectiveness in their roles, revealed a Calabrio survey. The survey findings clarify that AI is not intended to entirely replace human agents.
However, managers also expressed concerns that agents are not currently adequately prepared to meet the demands of an AI-driven future. This suggests that contact centers must invest in equipping agents with the necessary skills to adapt and thrive, or risk falling behind in the industry.
Calabrio has published its annual examination of the contact center industry titled "State of the Contact Center 2023: Activating the Agent of the Future." This report emphasizes the vital role played by hybrid and remote contact center agents, the anticipated influence of artificial intelligence (AI), and the preparedness of agents to serve as brand custodians in response to changing consumer expectations.
“The role of technology, including AI, is poised to gain even greater momentum in the contact center—we’re already seeing customers embrace automation and AI-fueled analytics to maximize their operations. But when technology removes a large portion of the administrative tasks from humans, agents will need to adapt to embrace complex customer inquiries and become true brand guardians,” says Kevin Jones, President and Chief Executive Officer, Calabrio.
The positive impact of AI
Contact center managers believe that AI has significant potential to enhance various aspects of business operations and bring about improvements, with the following AI features being ranked as the most impactful by managers:
- Enhancing the productivity of agents and managers (25%)
- Optimizing forecasting and scheduling (20%)
- Measuring and gaining insights into contact center productivity (20%)
- Implementing AI-driven chatbot services for customers (20%)
This emphasis on AI's role in boosting productivity is crucial, especially as customer experience organizations seek ways to enhance productivity in the post-pandemic era. However, only 49% of managers believe remote workers are meeting productivity expectations, representing a 24% decrease compared to 2020. This highlights the need for strategies to address remote work challenges and maintain productivity.
The paramount importance of critical thinking
Approximately 97% of consumers acknowledge that customer service interactions are pivotal in shaping brand loyalty, directly influencing a brand's revenue. In the era of artificial intelligence (AI), the importance of delivering an efficient, personalized, and effective customer experience (CX) has never been more achievable.
As automation becomes increasingly prevalent, contact center managers are becoming aware of the growing demand for critical thinking skills (identified as the most crucial) and adaptability to change (the second most important) among future agents. However, it's worth noting that these skills are considered deficient and are the most affected when an agent experiences stress or disengagement. To bridge this skills gap, managers need to implement targeted training and development programs, an area where AI can offer valuable assistance.
Training and Development
Training and skills enhancement are primary strategies for attracting and retaining capable agents, both in the present (35%) and for future endeavors (30%). However, only 45% of contact center managers believe their current agents possess all the necessary skills. This substantial gap underscores the pressing need to invest in comprehensive training programs. The research underscores the importance of organizations embracing AI's potential to help and improve agents' skills, rather than seeking to replace them, as the industry continues to evolve.
