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Emotion influences our communication. How often have you been frustrated with lengthy calls to customer service? What skills does the call centre agent need in order to calm you down and earn your loyalty back? What is the role of emotion with regard to the quality of communication and outcomes?
In the last decade, the contact centre industry has largely failed to embrace real AI. Partially because of the fears that AI will replace jobs, and could turn against us? And partially because pretend AI products have now saturated the market, creating suspicion and confusion around what real AI is capable of.
How often do we struggle to clearly communicate our message to someone? I realised the awesome potential of our tech when someone at a conference, having seen my demo, asked me if our platform can help them analyse what went wrong with their ex partner.
A contact centre is your front line of business. Do agents actually care? Explaining your “why” for centre agents to engage with your business, means sharing your vision with customers through them. AI will help you understand both your customers requirements, and where your agents are struggling, excelling, or failing.
We know attrition rates within contact centres are already stubbornly high, with the trend showing no sign of stopping. With the number of vulnerable customers increasing, frontline staff will find themselves handling these cases more frequently, and the subsequent emotional toll is something businesses cannot afford to neglect.