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Building a Customer-Centric Organization?


Image: NICE
Manually evaluating calls is costly, time-consuming, and rife with subjectivity. This process creates an atmosphere of mistrust and causes organizations to miss opportunities to improve the customer experience. AI and automation overcome those barriers – and more – to drive customer-centricity.
The following are three key considerations to ensuring successful change management when building a modern, customer-centric organization:
1. Removing subjectivity reduces animosity
Contact centers miss significant insights when supervisors evaluate agents on only a few randomly selected calls, and coaches waste valuable time sifting through interactions to find a coachable moment. Agents feel that the process isn’t fair, creating tension between agents and the supervisors scoring their interactions.
Using AI to automate objective scoring on 100% of interactions empowers agents to improve their performance proactively, creating an evaluation and feedback process that is perceived to be fair. .The contact center also found that it uncovers good interactions, enabling the organization to give positive feedback about what agents are doing exceptionally well in addition to addressing areas that need improvement.
2. AI and automation upskill rather than replace evaluators
AI and Automation does not mean that employees will be replaced by technology. But infusing these technologies to automate many manual tasks means that employees will have an opportunity to develop new skills that can expand their current role and influence.
For example, a solution provider using these technologies recently reported that employees that once evaluated agents manually are being upskilled as analysts in scorecard development, system administration, and query building to identify issues proactively. They’re focused on mining insights and large-scale trends that would otherwise go unnoticed.
3. A pilot team helps gain stakeholder buy-in
Starting small with a tech implementation enables a smaller group of users to experience the benefits themselves, then serve as ambassadors of the solution across the organization. Communication is critical. It’s also important to deliver one message to each employee as it rolls out – i.e., what, specifically, is in it for them.
Make every interaction count. Every time.
NICE makes it possible to empower your contact center agents to deliver service excellence in a way never before possible. Using Enlighten AI for Customer Satisfaction behavioral models and Real-Time Interaction Guidance, agents receive immediate feedback during each interaction to guide them to a positive outcome every time.
Enlighten AI for Customer Satisfaction interprets and measures human behaviors proven to influence customer satisfaction. Real-Time Interaction Guidance makes use of these metrics, providing easy-to-understand prompts and recommendations to agents, giving them confidence in their performance while enabling them to proactively self-correct in the moment. All the while, the AI models continually self-improve to bring unparalleled insights for superior customer experiences.
Learn more on how customer centric organizations are using AI and Automation, here.