How Customer Service Agents are doing in this time & age
AI and Machine Learning are driving technological innovation more
than any other time in history. Call centers have been in recent years
being improved and digitized to meet customers demands. Customer
experience requires reducing the downtime that customers waste waiting
to be served or being attended to by a customer care representative.
Due to the growing Call Volume companies have opted mostly to give
the customer power on their side by introducing self-service channels
using these customers are given freedom to attend to themselves.
In this age and time, 21st-century customer experience has been
always being up-scaled to attain market standards and also to woe
customers so that they always come back for the business. Because of the
good customer experience and growing call volume, most companies have
always been forced to increase the number of staff and this has led to
increased cost for Call centers and front offices.
The digital CX journey
The digital customer journey is not new but it has continually
evolved during time. As technology has been improving to meet the demand
of the growing Interactions in the Contact Center. Customer service
representatives have always been tasked with meeting the needs of the
consumer. Today their tasks have increased as Companies provide an
Omnichannel experience to their customers and this has lead to increase
in the channels to interact with customers and consumers have always
grown from phone lines, chat rooms, chatbots, social media, SMS blogs
and also emails.
It is important to note that phone conversation is not the default channel for conversation.
At the contact centers, customer experience has shifted to a
different direction to digital channels with more customer experience
and knowledge than ever before.
The fate of Agents
Automation will in the near future take over the call centers. But
this transition will be not that fast since artificial intelligence
services are limited to certain services. Majority of the skills of an
excellent customer experience requires a human touch. If not convinced
here are some of the things that a robot cant do;
1.Responding to customer complaints and problems
2.Executing sales and financial transactions
3.Making recommendations on various issues
All though there will be a turnaround and revolution of call centers
the human presence will be required and will not be faced out as
technology tries to take over the industry. Agent retainment will be one
of the key aspects in the revolution only that the number will be
reduced because most of the work that is perfectly handled on an
artificial intelligence platform will be delegated.Customer experience
will be enhanced and chatbots will be handled by the artificial
Challenges Affecting Call Centers
Some of the challenges that will hinder the success of the revolution of the call centers are;
1.Integrated multiple systems
These systems are independent and will require mutual interaction for
good customer experience and to provide the Customer Journey.
It is expensive to update the current call centers to the artificial
intelligence platforms if some companies will not all companies will
switch to because it’s expensive.
The call centers must be multi-channel and recent advances will not
entirely face out the human presence but improve speed and customer