Infusing Digital CX With Human Intelligence

In today’s contact centers, there are plenty of avenues for using technology to provide a great customer experience. How can we make sure to maintain a personal touch? In the live Virtual Conference webcast, Dave Hoekstra from Calabrio demonstrated how to infuse digital CX with human intelligence to create a meaningful customer experience for not only your customers, but for your agents as well.

In today’s contact centers, we are constantly hearing the terms “AI” and “machine learning”. What does all of that mean? Really, we are talking about the ability for machines to display human-like intelligence; a concept that CX has fully embraced in recent years. Years ago, customer service was strictly face-to-face. Over time, the customer experience has evolved into omnichannel experiences for the customer such as e-mail, chat boxes, and SMS messaging. In 2020, IoT data will grow at 50 times the rate of other data. CX must keep up with this trend, however, it is vital to maintain humanity in these exchanges.

Customer expectations for CX are increasingly rising, demanding instant responses, personalized services, and omnichannel experience. With these rising expectations, maintaining customer loyalty is more complicated than ever.

The problem is that most businesses don’t know what their customers want. Why? Because they are simply not listening. Only one in four companies actively use their customer feedback, while only one in three actively use their customer interaction analytics. Ninety-eight percent of invaluable customer intelligence is sitting on the shelf. Businesses must turn this information into actionable intelligence to push them toward their goals.

Here is what we know: customers prefer human contact. Eighty-six percent of customers claim they prefer human contact to chat bots. Seventy-one percent of customers said they would be less likely to use a brand if it didn’t have customer service representatives available. While many believe phone contact is dying, calls to businesses are expected to exceed 169 billion per year by 2020. In response, businesses must humanize their customer relationship.

As previously mentioned, businesses are sitting on a goldmine of information. Using sentiment analysis, businesses can take information such as recordings from phone calls to identify human emotion in order to really understand what is going on in the day-to-day processing of our customers.

Another focus area is employee and agent empowerment. By empowering human intelligence in the contact center, businesses can drive an agent-centric approach while giving their employees the flexibility and balance they need. The integration of AI in this equation provides a personal assistant to your employees rather than taking their place. Thus, improving work-life balance, allowing for flexible planning and scheduling, and happier agents. That’s the key: happy agents lead to happy customers.

AI Assistance may also improve training and development. This can include VoC (Voice of the Customer) training, automated quality monitoring, a more intelligent way to schedule training opportunities, and cross-functional job training. Businesses are still living in an environment where operations are siloed because agents’ skills are very specific. Enter: training across job functions. Here, businesses can get ahead of the curve by recognizing where their employees’ strengths and weaknesses are before they are out in the field.

All of this leads to more empowered employees. Employees that are more engaged are:

  • 8.5x more likely to stay than leave within the year.
  • 4x more likely to stay than dissatisfied colleagues
  • 3.3x more likely to feel empowered to resolve customer issues

It’s time to hear your customers out. First. audit your technology stack. Take a look at all of the different ways your customers can get in touch with you and figure out what works best. Second, tap into the conversation to gain a comprehensive view of the customer. Finally, focus on your people. Customers matter but so do your agents. It’s time for companies to focus on the people who are engaging customers on a day to day basis. CLICK HERE TO WATCH THE WEBCAST

 

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