For many brands, contact centers are still a critical part of the customer service equation. Both inbound customer support and outbound campaign initiatives are key sources of revenue for business and contact center performance has a direct impact on business costs and profitability. At the core of contact center operations is the agent and in a n industry with a notoriously high turnover rate, 30-45% in 2024 as estimated by TechRepublic, businesses can only be as good as their frontline agents are. Focusing on agent capabilities by empowering them has shown positive effects on team strength and stability as agents that are more involved in the day to day operations show more ‘ownership’ of the business and have higher expectations in their own success. For contact centers, frontline agents are the face of the brand and individuals who are empowered will consistently perform at a higher level.
AI Technology Plays the Assistive Role
Recent innovations in AI are driving seismic changes in how businesses interact with customers. In contact centers, AI technology is proving to be a valuable gate keeping infrastructure but machine learning capabilities can also extend to the operational part of the contact center. AI powered support tools, resources and training can empower agents to quickly find information they need to resolve calls and deliver elevated experiences. AI’s high level of engagement and understanding of plain language inputs makes it an indispensable support tool for agents that need accurate information quickly during interactions. By typing or dictating questions in their own vocabulary, agents can access company information, customer service strategies, rebuttals and product / service details while in a call. AI interactivity can also improve training effectiveness, enabling agents to develop and improve skills at their own pace. The assistive nature of AI technology is an ideal companion to the fast paced nature of contact centers and can help agents feel more empowered within their job space.
Personalizing Agent Development
Ongoing training and development are an essential part of contact center operations but cookie cutter training plans may not be as effective as a more personalized approach to individual development. Focusing in on the individual’s own strengths and weaknesses can be more practical when planning training and development agendas. Agents are able to engage in training at a higher level when offered content that is specifically for them. Agents can achieve a greater sense of empowerment and ownership when they are involved and have input to their own development planning. Preferences to learn certain areas of the business can drive enthusiasm and engagement and further increase that valuable sense of business ownership.
Highlighting Results and Outcomes
Measuring performance of contact centers traditionally relied on numerical statistics such as call handle time, calls per hour and on hold time. These specific values give a narrow picture of contact center output and shifting focus on actual interaction results and outcome can give a much clearer indication of agent performance. Highlighting these results puts the agent in charge of their own performance by resolving customer interactions and creating positive outcomes from calls. Statistical information is key to maintaining certain metrics and standards but focusing on end results is a more precise way of measuring agent performance and customer service levels. Discussing outcomes and call results with agents is a more informative and engaging way to offer feedback and evaluations.
The Bottom Line
Contact centers continue to thrive as consumers still prefer personalized interactions when purchasing goods and services or seeking support for past purchases. Businesses depend on positive interactions to maintain brand reputation and customer loyalty. Contact center agents are the frontline individuals that deliver that all important interaction and having a high performing and accurate team is critical in maintaining those elevated experiences and efficient handling of interactions. Agents who are empowered and have the sources they need to handle those interactions are in a better position to deliver elevated customer experiences on a consistent basis. Innovations in technology can be assistive in nature and provide next generation tools to help agents perform and manage calls better. Notoriously high turnover rates in the industry can be mitigated with personalized training plans that highlight the individual’s strengths. Contact centers that focus on the individual can see lower attrition rates with higher and more accurate performance from the agent and team.
