How AI Will Increase Training Needs for Colleagues

In the fourth thought leadership piece from QStory, Simon Separghan, Former Managing Director of Customer Experience & Contact at NatWest, discusses how the use of AI and automation in the contact centre is leaving agents with much more complex demands from customers.

Balancing the Colleague Experience With the Customer Experience – Thought Leadership with NatWest

In today’s AI-driven and automated world, contact centre agents face increasingly complex demands, even as organizations strive to enhance operational efficiencies and drive down costs.

How can you ensure your employees receive the right training and maintain a healthy work-life balance, enabling them to perform at their best and consistently deliver exceptional service to customers, all while optimizing the bottom line?

QStory’s thought leadership video series, featuring Simon Separghan, former Managing Director of Customer Experience at NatWest, offers valuable advice on managing the latest challenges in the contact centre.

So in a world where AI and automation is taking away all of the transactional activity, all of the routine piece that has filled most of the demand into the contact centres over many years, colleagues will be left with much more complex demands that will need them to be much more emotionally engaging, and that will require greater investment in their skills and capabilities.

And of course, where do you find that time to drive those opportunities for capability building?

Well, of course you need functionality that allows you to identify where you can make efficiencies, where you can invest back in that colleague experience without interrupting the customer experience.

Author: Guest Author