The Contact Center of the Future
Do we really think Artificial Intelligence is going to take out the role of the contact center agent? It already has, but there is no way AI can replace agents completely.
Technology is a game-changer for customer service. But a recent study by Vistio found that one of the most challenging aspects of managing a contact center’s existing technology tools is getting agents to adopt and use the new tools.
In the current atmosphere—where some agents are working remotely, some are in a physical office, or there is a hybrid environment—it’s crucial that all agents use the same tools and use them correctly to deliver a fast, efficient, and consistent customer experience.
Contact center agents aren’t always eager to adopt new technologies. They’re not convinced the technology will improve their current performance and job satisfaction, they don’t believe change is needed, they’re not familiar with the technology, or they haven’t been trained properly on the new platform.
So how do we get agents to adopt new Customer Service Representative (CSR) technologies? The answer may be simpler than you think: Listen and create an environment of transparency.
Here are the steps for getting your agents to successfully adopt new CSR technologies.
Involve Agents When Choosing CSR Technology
What better way to get your agents to use a technology tool than to include them in the selection process? Jenny Dempsey, who is known for her thought leadership on CX and agent satisfaction, suggests that before purchasing a technology tool, you should speak to your agents first.
Ask questions like:
From this feedback, you can navigate the technology marketplace and choose a technology that best fits the actual needs of your agents instead of just going with the hottest trend or what your competitors are using.
Once you have selected a specific technology, go back to your agents and demonstrate its benefits by showing the tool in action with recordings of live call interactions.
Select Internal Agent Technology Champions
A study by PWC found that the two main reasons employees are motivated to adopt new technology are the promises that it will make their jobs easier and more efficient.
To illustrate these two points, do the following:
Make it Easy
Make every step of using the technology easy, ensuring that:
Further Reading: Agent Retention: 4 Mistakes You’re Making in the Work-From-Anywhere World
Encourage Feedback and Provide Support
When agents feel heard, supported, and recognized, they are happier. And happier agents mean happier customers, so continue to listen to your agents.
Stay Transparent
If you stay open and honest with your agents, they will do the same with you. Share the company vision of what the technology path for the contact center will look like. Perhaps some of their technology needs will not be met immediately, but provide transparency on the new tools being researched and how they will benefit them in the future. Then, communicate a plan for providing those tools.
Although it has been found that one of the most challenging aspects of managing a contact center is getting agents to adopt and use the new technology tools, the agent is also the solution to this issue.
Use your agents as a research tool, a champion for adoption, and a gauge of the tool’s success. As decision-makers, it is easy to get disconnected from the reality of who will be using the tools we purchase. When in fact, these individuals are the best tool for gaining insight and delivering great customer service.
Do we really think Artificial Intelligence is going to take out the role of the contact center agent? It already has, but there is no way AI can replace agents completely.
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