Keep your employees and customers happy–and keep down costs–with proven tools
In today’s competitive business landscape, companies are constantly seeking ways to enhance their customer experience (CX) while keeping operational costs at a minimum. Everyone is looking to “do more with less”—and in this quest for improved efficiency, Generative AI (GenAI) offers a number of solutions to this challenge.
When implemented by expert professionals, AI has proven itself a game changer in CX operations. This advanced technology enables organizations to streamline their operations, so employees can accomplish more tasks with greater efficiency. The result? Significant cost savings, better customer experience that’s efficiently delivered, and an improved employee experience.
For example, issues surrounding staff scheduling, attendance and performance management, labor forecasting, and even labor law compliance can be addressed with the correct set of tools. There are adaptive workforce management solutions that efficiently work as a virtual agent assistant, which can:
- Automatically monitor agent idle time and deliver training, coaching, and off-phone tasks when service levels can best accommodate, streamlining communications;
- Consistently prompt agents with a helping hand when they exceeded thresholds for talk, hold, or after-call work times, enhancing call handling;
- Automatically find the right time to connect agents with supervisors, ensuring individual coaching is completed while protecting service levels; and
- Boost agent morale with automated delivery of surprise breaks and wellness breaks, increasing agent satisfaction and engagement.
Our work with a leading online retailer leveraged AI to create out-of-the-box adaptive workforce management solutions, enabling them to optimize agent staffing, increase efficiency, and enhance their customer experience through improved agent availability. The solution streamlined real-time adherence processes, ensuring agents remained focused on their tasks and received proactive support during difficult calls. The use of AI for performance monitoring and forecasting proved remarkable results, which include:
These results all translate to reduced costs for the client; on the other hand, agents likewise appreciated the AI-enabled self-service capabilities, providing positive feedback on ease of use, flexibility, schedule and performance visibility, and enhanced planning abilities–which also brings into light the impact of GenAI on employee satisfaction.
Enhancing Employee Engagement
While the focus on GenAI’s cost savings benefits is crucial, it’s equally important to consider how it affects the overall employee experience. GenAI tools not only improve efficiency, but also have the potential to empower employees through:
- Regular feedback: AI-powered systems can provide real-time performance insights, enabling continuous improvement.
- Better communication: Advanced AI tools facilitate efficient information sharing and collaboration among team members.
- Upskilling: Employees who work with AI systems gain valuable skills in emerging technologies, which can enhance their career prospects.
- Reduction or elimination of repetitive tasks: By automating routine work, employees can focus on aspects of their jobs that add more value to their professional growth.
With the acceleration of GenAI adoption, CX will likewise continue to evolve at a much quicker pace–which also means that the integration of these advanced tools is a critical strategy for businesses aiming to thrive in a competitive market. By embracing these technologies and partnering with expert implementers, companies can achieve both goals of reducing their costs and enhancing employee satisfaction.
The future of CX, therefore, lies in more human AI, wherein human-led expertise pushes the boundaries of what’s possible with these new technologies. We can do more with less–and reimagine the very nature of CX and workforce management.
Contact us to learn more about how GenAI-driven solutions can transform your CX operations.
