TOPICS INCLUDED ELEVATING AGENT CONFIDENCE THROUGH AI-POWERED COACHING
March 24, 2022, LAS VEGAS, Nevada – ERC recently attended and spoke at the inaugural U.S. Call & Contact Center Expo in Las Vegas, Nevada. Workforce issues were a reoccurring theme of the event. Many leaders within our industry touched on common BPO challenges such as employee attrition and skill gaps, highlighting the importance of automation and global shoring solutions to solve for staffing shortages.
While we agree, two things have become clear this past year as we’ve seen the ‘Great Resignation’ unfold. First, high turnover rates are no longer just an issue in North America. Call centers are experiencing higher attrition globally, even across many nearshore and offshore locations. Second, while technology does have the ability to empower people and augment skill sets, people are still required to power the tech. To stay head of customer expectations, investments in both talent and tech will be required to optimize staffing models and develop next-generation skill sets moving forward.
ERC’s session on “Developing Top Performing Agents Through AI Conversation Simulation,” touched on this topic. In partnership with Zenerate, ERC’s Sr. Director of Client Solutions, Casey Hall, addressed how technologies like AI-powered coaching can increase agent confidence, reduce attrition, and prepare agents to take on a higher tier of work. This will result in agents focusing on the toughest calls, thus requiring more effective coaching strategies.
As an early adopter of AI, ERC has leveraged conversation simulators to amplify the level of support trainers and coaches are able to provide throughout the employee lifecycle. As we’ve found, traditional, instructor-led courses and e-learning modules lack the interactive, hands-on experiences agents need to confidently navigate live customer engagement scenarios. Through our experience implementing AI-powered coaching, we’ve found when setup correctly, conversation simulators can help our client partners scale faster, upskill tenured agents, and reduce attrition. Top performers become engaged employees, and at ERC, we are solving for the current workforce challenges by investing in building and augmenting talent through technology.
Look out for our upcoming webinar to learn more about developing top performing agents and driving ROI with AI-powered coaching. Until then, check out this quick read on our Resources page with a preview of ERC’s latest innovation in improving employee satisfaction and performance.