The highlight of these events is visiting
the vendor booths to see their demos and learn about new features. I also ask them what they do that makes them different from others. The common theme all along is “Win the Artificial Intelligence Race!” We may call Artificial Intelligence (AI) by different names, such as “Machine Learning,” but the idea is always the same – build on technology to get better. the result of.
Interestingly, artificial intelligence is
not a new concept to us, and the roots of our Rich People Database artificial intelligence discipline can be trac back many years. In fact, it was years ago when I was sitting on top of a teppanyaki restaurant in Nashville when I learn about an interesting new program call . They show us how quickly it can create micro-forecasts and produce plans for different batches.
It’s smart enough to create one set of
schules that balances over/under staffing, and an entirely different set of schules that caters to employee preferences. Then they train us on the key to success: administrators. They flatter us by calling us power users and power users. We are responsible for shaping the human element of software. It knows we have × requirements, but we limit them and allow our employees to work no more than one minute per week.
We let it have some down time instead
of working all day. The software doesn’t care Lead Phone Cases about our state’s schuling compliance laws, so we force it to. Setting all these parameters establishes boundaries on how far we allow software to go, whic
This task-orient mindset constantly
seeks out new technologies design to streamline processes, not only for the benefit of the client, but also for the benefit of the management team. Consider recent developments in quality assurance and the emergence of robots that can listen, evaluate and coach agents. These are completely free of human intervention. If I were an agent receiving feback from a robot, I would feel a sense of resentment within me.
If you think differently, you might be
tempt by one of these techniques! Change is the only constant in the contact center industry. I hope you are discerning and prepar to respond to changing circumstances. Stay inform, stay enthusiastic, and be ready to embrace the future. It’s in your capable hands! It’s another year of great industry insights and commentary on the contact center pipeline.
