Leveraging AI in Contact Centers: Overcoming Volume and Improving Customer Experience

Let’s consider a scenario many of us can relate to. You’re working in a contact center, handling call after call. In the past, after each interaction, you’d take a minute to jot down notes - you’d be given two minutes but only use 30 seconds of the two minutes, giving you a 90-second break. Contact center expert Merijn te Booij- General Manager Employee Engagement Business Unit, calls this a “fake break.” Then, AI steps in, automating those summaries—and suddenly, that small “fake” break vanishes. The agent complains about the AI, but what they’re actually upset about is their workday is more stressful.

This example highlights a crucial element in today’s tech-driven workplace: the agent experience. At its core, agent experience encompasses every interaction an agent has throughout their day, from the tools they use to the way they’re managed and supported. When AI is introduced into the mix, it’s vital that these tools are seen not just as efficiency boosters, but as integral parts of an agent’s daily life that should enhance, not diminish, their work experience. Change management is something every leader today needs to be focused on, as AI is brought into the workplace. In particular, the contact center landscape is set to transform, but are contact center managers ready?

I’m excited to share with you my latest course on LinkedIn Learning: Leveraging AI in Contact Centers: Overcoming Volume and Improving Customer Experience. This course offers a practical, insightful look at how AI can revolutionize contact center operations while maintaining a crucial focus on agent well-being.

Understanding the Agent Experience

Why Agent Experience Matters

It’s often said that you can hear a smile over the phone. That’s no coincidence. The mood and satisfaction of your agents directly impact the quality of customer interactions. When agents feel valued and supported, they’re more likely to deliver positive, engaging customer experiences. And that’s not just good for customers—it’s good for your bottom line. High employee satisfaction can lead to lower turnover rates, reducing the significant costs associated with hiring and training new staff.

In the world’s most customer-centric companies, there’s a clear understanding that great customer experience starts with great employee experience. So many companies on the Great Place To Work List also rank highly for customer satisfaction.?

By using AI thoughtfully, you can empower your agents, giving them the tools they need to succeed while also ensuring they remain engaged and motivated.

What You’ll Learn in This Course

The LinkedIn Learning course equips you with valuable insights, practical strategies, and best practices for harnessing the power of AI to enhance customer service, improve efficiency, and drive business growth within your contact centers. You’ll learn how to develop a comprehensive AI strategy, identifying key areas where AI can significantly improve customer service and operational efficiency.

Join me in this course to explore actionable strategies that can transform your contact center, making it more efficient, effective, and human-centric. Whether you’re looking to reduce turnover, improve customer satisfaction, or simply stay ahead of the curve, this course has something for you.

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