AI-powered agents:


4 ways AI will transform

contact centers in 2023
Table of 1
Is your contact center experience building customer connections?

contents 2
Set your agents up for success with real-time guidance

3
Arm agents with the right context

4
Invest in your agents’ growth

5
Let’s talk about how technology can help

6
Improving the agent experience: your essential checklist

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Discover the tools powering contact center transformation

Is your contact Imagine a world where your contact center agents are problem-solvers, brand advocates and
center consumer experts. Where repetitive tasks are automated and agents are free to focus on the
customer challenges they’re trained to solve. Out on the frontline, interacting with customers, and
experience using their skills to drive loyalty and repeat business. 

building
For many businesses right now, that’s not the case. Not even close. Instead, agents are fighting fires
customer and dealing with customer issues from a standing start, instead of being a force for good, as both
connections? agent and customer deserve.

Too many agents are still left bridging the gap between customers who need their help and a system
that sets them up for failure. Unless we empower them with the tools and the information they need,
we leave them struggling to deliver.

It doesn’t have to be this way. If the business is to succeed long-term, it can’t be this way.

Businesses waking up to contact center transformation are harnessing artificial intelligence to

make operational efficiencies
stand out from the competitio
build happy, high-performing frontline teams 

In this guide, we’ll share 4 ways you can do the same.

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Set your For agents, it’s not unusual to spend more time asking questions about the

agents up for customers’ problem than actually solving it. 

success with

real-time

guidance
55% 40%
of customer service issues go unresolved. of frontline employees do not believe they are set

up to do what they do best – help customers.

The impact? Customers seeking support for an issue are met with agents who feel disengaged,

underequipped and undervalued, and the customer experience suffers – In fact, 43% of customers

are not satisfied with their customer service experiences.

AI-powered technology that provides real-time guidance and sources relevant solutions and context

can help agents take back their agency and transform their ability to support customers.

When empowered with the right information at the right time, there is no more guesswork. Agents can

get back to doing what they do best, solving customer issues.

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Arm agents All too often, agents are under pressure to finish the call as quickly as possible and move onto the next.
with the right As the saying goes, time is money. Efficiency is important, but it's not going to drive customer
satisfaction. 

context
Because according to customers, empathy is far more important. 

In fact, speaking to an agent who shows empathy has almost twice as much impact
as low wait times on customer satisfaction. 

But your agents can only provide empathetic, helpful

service if they understand the customer’s problem. 

By putting technology in place to listen and analyze

every call, text and chat, we can begin to build that
understanding. Automatic, omnichannel analysis helps
to surface customer sentiment, effort, emotion, and
intent in every interaction, giving you a view of the
customer experience across every channel, and
putting your team in a better position to respond

as needed.

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Invest in your When agents receive clear, objective guidance based on real-time customer feedback, we can turn
agents’ growth coaching into a far more positive and proactive experience. It makes feedback more transparent and
credible, giving agents total confidence that they’re improving in the right ways. 

By analyzing and objectively scoring 100% of

customer interactions and automatically distilling the
insights into a single view, we can help managers
understand individual agent performance and how
best to coach each agent.

And when they know that they’ll be recognized and

rewarded for delivering great service, we’re able to
reinforce those customer-centric behaviors across

the team. 

By investing in a culture that creates motivated, engaged agents who actively strive to do better with
every call, you’re building an experience-led brand that customers will come back to again and again. 

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Let’s talk about Today’s contact center technology isn’t just about searchable databases and call monitoring.
how technology It’s intelligent and adaptive, and seamlessly supports agents, managers and leaders in the moment.

can help
EMPOWER

Make interactions smoother and more effective for both agent and
customer with AI tools that offer real-time guidance, coaching the agent on how to deliver the
best possible outcome for the customer.

DEVELOP

Help agents feel more fulfilled and confident with technology-enabled

career development.

Inspire self-driven learning with holistic, transparent, intelligent scoring, with behaviors like
friendliness, understanding the customer’s problem, and knowledge presented alongside their
operational-focused metrics to give employees a balanced scorecard.

A multi-dimensional score gives agents and managers clarity, while offering a personalized view

of performance.
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 ASSESS

Give agents clarity and fairness by providing feedback that’s actionable

and always objective.

Most companies only audit 1% to 3% of customer calls, leaving huge scope for error. With AI-powered
quality management technology, you can absorb and assess every interaction, delivering a
comprehensive evaluation of individual conversations, seamlessly flagging interactions that your team
needs to act on – as they happen. That way you can ensure agents are displaying behaviors that will
drive desired business outcomes.



ASSIST

Cut down on stress levels and boost agents’ efficiency by taking routine
work, such as post-call notes, off their shoulders.

With the help of AI, businesses can now listen to 100% of calls and generate call recaps in seconds, so
agents don’t have to. Automated summaries capture all the important details of each call in a
consistent, clear way, so that any agent picking up the case in future can seamlessly begin where the
other agent left off.

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Improving the Highlight customer outcomes – clearly connect agent action with customer experience, 
agent valuing positive interactions on a human leve

experience: Automate the daily grind – divest routinized tasks to automated tools that leave agents
free to connect with customer
your essential
Cut out subjective assessment – objective, automated QA/QM can give agents and
checklist managers an unbiased view on how they’re doing and what to work o

Coach and develop – give agents a clear view of their future within your organization, and
their opportunities for progressio

Seek feedback – check in regularly with your frontline to hear what really works (and doesn't)
and get their view on solving customer problems at scal

Support team behavior, not just individual success. Focusing too much on personal
performance can create an over-competitive atmosphere that is counter-productive

Track behaviors, not just outcomes – qualities like friendliness and helpfulness are as
valuable as call handling times. And they can be assessed using AI tool

Give shout-outs – acknowledge someone’s great work to the team, in internal

communications, and in interpersonal interaction

Tune your tools – invest in technologies that are flexible enough to solve your specific
challenges and meet the experience gaps your agents are facing

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Discover the tools powering
contact center transformation
GET STARTED

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