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.
