Do the right thing: take advantage of AI where you can and where it makes the most sense. AI can automate tasks for your employees and streamline interactions from your customers. But be careful it doesn’t have the exact opposite intended effect: improving productivity and operational efficiency. Areas where businesses can really lean into AI within the construct of Customer Service, Customer Support, Customer Experience (CX) or Contact Center is; AI Speech Analytics and Voice Transcription, AI Insights, and AI Workforce Forecasting/Scheduling and Adherence (WFO/WFM).
Leveraging AI when it makes business and financial sense
Market research indicates that managers are only able to review and provide quality assurance on ~10% of their workforce in a consistent manner. This is where AI Speech Analytics and Voice Transcription can help. AI Speech Analytics transcribes every single phone call between your organization and your customer. That transcription is not only saved in the customer file but then the AI steps in to monitor the call, the sentiment, the effectiveness of the dialogue and most importantly assess the employee’s performance and can provide an automated rating. Based on that performance, AI can recommend additional training and learning modules to complete for the employee. AI can supplement and augment the efforts of your managers, supervisors, and department leads. Finally Quality Assurance and Management for everyone.
You can create and run reports. You can build real-time wallboards and dashboards. But do you really understand what the reports are telling you? Rather than not be sure and confident, and worst case guess, let ENS’ AI Insights dashboard help you. AI Insights consolidates all of the historical and real-time information and presents the information to you in an easily digestible and readable format. AI Insights shows you and gives you the insights that you should really glean from the service. If you need to adjust your service levels or increase/decrease staffing levels, no problem as AI Insights will actually make that recommendation to you. Plain and simple. Talk about taking the guesswork out of teamwork.
Are you tracking your staffing forecasting resources on an excel spreadsheet? Works for now, doesn’t it? How about we try automating your manual process? Allow AI WFO/WFM to do your forecasting, scheduling and staffing for you. AI WFO/WFM will show you your historical trends and the number of personnel resources that you require during your busiest and slowest periods. Further, AI WFO/WFM will keep your personnel in adherence to their schedules. This can be the trickiest part of your business. Allow AI WFO/WFM to help.
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