The advent of “customer experience is king” is changing the landscape across industries, presenting new challenges and highlighting pain points many contact centers have been trying to address for years. This includes…

• First contact resolution
• Being easy to do business with
• Reducing agent attrition
• Eliminating mundane and repetitive tasks

For most contact centers, voice support is still prevalent and shows no signs of disappearing. Many are enabling self-serve options when possible, but when there’s a problem too complex or sensitive to transact digitally, human agents must be front and center in these conversations, and the right contact center technology will ensure that.

Empowering Agents with AI

Artificial intelligence will augment agents, not replace them. Leveraging AI to quickly and accurately perform basic contact center functions enables agents to focus on providing high quality, specialized services and answering complex queries. They can get more done in less time and scratch dull, repetitive tasks off their to-do lists.

In this new world of disruptive change, the value and skills of contact center agents will continue to grow rapidly, along with the technology designed to support them. Combining artificial intelligence with skilled agents who focus on the customer experience will allow innovative businesses to become stronger, more successful, and more profitable.

Contact CTS today to discuss new ways your contact center can give you a competitive advantage: 800.787.4848 or jnolte@ctsmd.us.