How AI Coaching Programs Will Change the Contact Center Environment
Every year, we achieve new innovations and advance technology far beyond what previous generations could have imagined. While these groundbreaking advancements have affected every aspect of daily life, they also have unlimited applications that will allow us to become more efficient in the way we train our employees and improve the overall customer experience. Although we are conceiving new ways to employ these technologies, here are a few ways that AI coaching programs will change the contact center environment.
What Is AI?
Artificial Intelligence, or AI, is a broad term used to define machines that give responses that are consistent with traditional human responses with the capacity to contemplate, judge, and act with intent.
AI is a wide-ranging tool that re-envisions how we integrate information. AI analyzes large amounts of data and uses insights to improve decision-making and problem-solving processes. However, when it is applied to various business models, computer-based programs can make decisions that would typically require a human level of expertise, help anticipate problems, and address issues as they arise. With the ability to operate in an intelligent, intentional, and adaptive manner, AI programs have the potential to affect every aspect of our lives and how we do business.
How Will AI Coaching Programs Change the Contact Center Environments?
With a more narrowed focus on the call center industry, adding AI coaching programs to your training curriculum has incredible potential to change the contact center environment for the better.
Improved Agent Performance
First and foremost, training platforms like SymTrain can vastly improve agent performance by analyzing each interaction with the AI. Our intuitive AI, which we call Coach Sym, is able to provide real-time, targeted feedback to the agent after each situational learning experience.
However, training facilitators and supervisors can also access this data to identify where individual agents are struggling and step in to offer additional coaching and support. Not only does this increase employee engagement, but it also ensures that each agent is better prepared for their roles within the organization.
Increase Overall Efficiency
In addition to improving individual performance, AI coaching programs can increase the overall efficiency of your entire operation. One client reported that adding SymTrain to their training curriculum greatly increased the amount of practice for each agent. Thanks to the implementation of automated role-plays, agents were able to complete 10-15 different scenarios in the allotted 30 minutes as opposed to only 1 or 2 when utilizing traditional role-play exercises. This ensures that every person has more opportunities to work through and solve common issues they will face when they are dealing with real customers.
Through the assistance of AI analysis, agents can adjust their approach to each problem and resolve customer issues more quickly. Having the ability to practice and attempt each situation will reduce the total training time from weeks to days. Agents who feel better prepared are more confident to tackle complex problems on their own. This increased confidence leads to reduced handle times while simultaneously increasing first contact resolution rates.
Reduced Training Costs
Another advantage that SymTraining will bring to your business is the drastic reduction in training costs. With the targeted feedback provided by Coach Sym, trainers can more easily identify which areas agents are struggling with so their trainers can provide the help they need. By addressing these issues while they are still in training, it will have a rippling effect by lowering the number of repeat interactions and escalations later on, providing valuable savings to your company’s bottom line.
Another recent customer who provides nearshore staff augmentation services experienced significant transformations in their speed to proficiency and an impressive reduction in their training costs thanks to SymTrain. Based on the data they provided, their employee onboarding training time decreased by 40% and eliminated $600,000 in hard dollar costs and even more in soft dollar returns through improved performance, readiness, and retention.
Enhanced Customer Experience
One of the most significant impacts AI will have on the contact center environment is by enhancing the customer experience through better service. When your agents are better prepared to handle any situation that comes their way, they will have more positive interactions.
Although it is impossible for anyone to have all the answers, AI technology provides one more tool for agents to find the information they need. In addition to the automated role-plays, SymTrain can also provide real-time coaching and support through the most challenging situations. Adding intuitive AI coaching programs to your digital toolbox will lead to greater customer satisfaction and loyalty to your brand.
How Can SymTrain’s AI Coaching Program Revolutionize Your Training?
Without a doubt, AI coaching programs have the potential to transform the contact center environment. Adding digital role-plays will improve your employee engagement and support your agents in ways you never imagined. With Coach Sym and the ability to create customized simulations, you can achieve greater focus on individual agent performance that will result in superior customer service. Contact us today to schedule a demo and see how we can help make changes that will positively impact your contact center.
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