With the Right Talent, Right Now
Not surprisingly, most of my conversations with business leaders these days seem to center on one increasingly complex question: “How Can I Make Sure My Call Center Operation Stays Well Staffed and Highly Skilled?” It’s a critically important question, especially right now as the need for work-from-home capabilities is greater than ever.
These conversations remind me of a recent article in Forbes, contributed by Forrester. Now seems like the perfect time for every business leader who is grappling with key decisions around their own inbound customer contact center. You can check it out below.
As you evaluate your own customer care challenges for 2020, now might be the perfect time to consider the benefits of outsourcing. If you would like to know more about how Skybridge Americas can help you meet your customer experience goals, please reach out. We would love to talk.
The Future Of Contact Center Work: How To Source New Agent Talent
As AI and automation infuse the contact center, the role of the agent is changing. Contact centers are already seeing:
- Agents losing their jobs. Modern self-service technologies are giving customers the ability to find answers to frequently asked questions and to resolve simple issues. This takes away the routine work of generalists and tier 1 agents, who are starting to see their ranks shrink.
- Agents morphing to direct automated operations.Modern self-service technologies demand rich content and chatbot dialogue flows. Contact center leaders are repositioning generalists and tier 1 agents as authors of chatbot dialogues or as supervisors of chatbots who also address failures in self-service operations.
- New “superagents” emerging to become product or relationship experts.Contact centers are becoming high-touch centers that handle critical customer interactions and require deep subject matter expertise. Superagents who have specialized skills or deep interest in a brand’s products or services are emerging.
What does this mean? Contact center leaders now seek a much broader range of skills and types of agents. New labor pools that brands might tap include:
- Digital natives who can handle many digital touchpoints.Brands are quickly adopting digital channels like SMS and messaging. They find that agents who use these communication modes in their everyday lives are more comfortable supporting customers over these channels — often handling many interactions simultaneously.
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