New Tips for Agent Engagement in the Era of AI

The agent experience continues to be critical. As customers persistently seek out better experiences, they rely on agents to give them accurate, tailored and streamlined resolutions. Agents are now working to deliver high-level experiences, while navigating new technology, frustrated customers and disconnected systems.

This role has never been easy, but it has become even more complicated in the new experience economy. No longer just providing transactional support, agents are expected to step up and do more for customers. Their role is now that of a sounding board for complaints, a brand ambassador and a problem-solving analyst.

With this shift, organizations have the potential to support agents like never before. New technology has the power to enhance workflows, streamline back-end work and eliminate pain points in the agent experience. However, to be successful in actually empowering agents, AI must be implemented effectively, and the benefits need to be communicated clearly.

Because AI has the potential to revolutionize the CX function, it has sparked fears of the unknown — replacement, job loss and a less human-centered future. This potential, however, is largely inaccurate for so many CX leaders right now. In fact, CCW Digital research confirms that 80% of leaders say AI will not impact headcount within the contact center function. Most leaders see it as an augmentation tool to engage agents and amplify their abilities.

This message has not been clearly communicated to agents on the frontlines. Only 20% of organizations say they are actively highlighting specific ways that AI will empower employees and lead to a better agent experience. 

If agents are not aware of all the benefits AI will offer them, how will they reap the rewards of a seamless workflow? Without true knowledge of the potential impact of AI, agents are left to believe that they’ll continue to work with disconnected technology and navigate persistent pain points that complicate their day-to-day.

This report will help leaders communicate the key benefits of AI so they can effectively engage agents and build a productive path forward. In implementing AI, leaders will be in the position to empower their employees, enhance workflows and alleviate concerns. In the era of AI, agents will be equipped to take on more complex work and support customers in a meaningful way. Building a strategy that enables this new future is critical for CX success.