Issue link: https://read.uberflip.com/i/1483306
In managing the workforce, quality management—which used to be a mostly manual endeavor that only examined a sliver of contact center operations at any given time—is now supercharged with AI/ML to manage and monitor all interactions in real time. It provides deep insights into customer/agent interactions, coaching and training opportunities, customer sentiment, and CSAT analytics. Automated evaluation of all agent interactions also ensures speed and consistency, and can help maintain compliance. AI has similarly revolutionized capacity planning, enabling businesses to forecast and schedule all resources across voice and digital channels with lightning speed. For example, Traeger Grills has utilized AWS to help consolidate business processes and capacity planning. According to Bryan Carey, Head of Operations & Analytics at Traeger, "We have complete visibility to manage our workforce and optimize our contact center across both internal and outsourced partners, all within Amazon Connect. The machine learning-powered forecasting, capacity planning, and scheduling capabilities in Amazon Connect helped us improve our forecasts and staffing accuracies by over 5%. Our agents will now have a more consistent workload and more time for training, all while delighting our end-customers." Best of all, modern AI-powered WFO no longer takes weeks or months and thousands of dollars to deploy. Instead, solutions are available at the click of a button and not buried under expensive professional services engagements. When cloud-based, these resources provide optimum flexibility, allow businesses to scale up or down when needed, and allow businesses to only use and pay for what they need when seasonality issues or times of economic uncertainty occur. Just as important, the cloud allows businesses to have immediate access to upgrades and the latest security updates. The Last Word The course of innovation is designed to take advantage of the tight cause and effect relationship between CX and EX, and recent challenges have propelled this in a positive way that is further enabled by technology advancements in AI and the cloud. With this evolution of the cloud and AI, businesses have the flexibility to quickly scale up or down, respond to business changes or changes in consumer sentiment, move resources where needed, and add on functionality as business needs change. This process optimization provides myriad positive benefits, such as better work-life balance and well-being for agents and supervisors, expanded talent resource pools, and increased time for agent development/ training. In turn, this has reduced employee churn and increased revenue, enabling businesses to thrive in ever-changing business environments. Optimizing Your Contact Center Resources Uplifts the Experience for Everyone 6 All rights reserved © 2022 Frost & Sullivan | www.frost.com