The post Why AI Will Revolutionize, Not Kill, Customer Service appeared first on Execs In The Know.

Today, a new generation of advanced AI-powered technologies seems sure to fulfill the promise of those early chatbots and deliver effective automation of basic customer service transactions—the kind agents refer to as “breather” calls because they require easy answers and generate minimal stress.

Ironically, that achievement will make agents’ work more challenging, not less, because it will leave them to deal more exclusively with high-stakes calls which are generally more emotional, more complex, and more stressful. In the new world, each call that makes it to an agent will become a “Moment of Truth”—a conversation which can make or break a brand’s relationship with their customer.

The impact of handling stressful, back-to-back calls has been documented; in one study, 87% of call center agents reported high or very high stress levels at work, and more than 50% said their work left them feeling emotionally drained.

I’ve been an agent, and I know that work-related stress among contact center agents is unavoidable, of course. But cumulative stress—the kind that fuels burnout and consistently high rates of attrition—is preventable. So the question is, how can brands leverage these latest breakthroughs to better support agents in their ever-more-stressful roles?

The Threat of Unchecked Burnout and Attrition

Customer service, when it is at its best, is a quintessentially human exchange between agents and customers. Industry leaders have long recognized the correlation between agent and customer satisfaction. Yet despite this understanding among leadership, little has changed to address the root causes of agent dissatisfaction. Rigid schedules, repetitive tasks, and irate callers make a contact center agent’s work notoriously stressful. Burnout and attrition are chronic, costly, and all too common, surpassing 70% in some contact centers. It can cost an organization up to $35,000 to recruit and onboard a single replacement. Resignations often happen without warning, and constant turnover undermines service quality and consistency. And until now, center leaders could only react after the fact.

The good news is that AI now provides a more proactive approach, thanks to its ability to process huge pools of data and identify relevant patterns in those data—such as performance metrics trends that are common to agents who have quit. Supervisors can use that intelligence to benchmark current agents against those trends and identify the ones whose performance metrics seem to be leading them in a similar direction.

AI Will Streamline Workflow and Facilitate Stress-Reduction Measures

The fingerprints of attrition risk are in the data, so to speak, but identifying them is only half the battle. AI can also facilitate center leaders’ ability to take concrete steps to reduce stress and enhance agent well-being. AI’s ability to process and analyze the massive volume of data generated by contact center systems in real time can allow supervisors to leverage unexpected intervals for productive use—intervals that were traditionally wasted because there was no way to identify them in real time.

Supervisors can use those insights to deliver training and coaching sessions and important communications directly to agents’ desktops during idle moments, releasing them from prescheduled activities—which are frequently interrupted by shifting call volume—while ensuring that agents remain up to date on all requirements.

Along with real-time insights and predictive capabilities, AI now provides leaders with solutions to intervene and break the burnout cycle before it results in attrition. Using this advanced technology, Thrive Global and Intradiem have partnered to offer a revolutionary new concept to help agents pause and reconnect during their work shifts. Embedded into employee workflows and backed by neuroscience, these 60-second “Resets” deliver calming visuals along with audio and breathing prompts to help agents recharge and avoid the personal and organizational damage caused by cumulative stress. The Resets give agents an opportunity to recover from one Moment of Truth call and prepare for the next, and the use of Intradiem’s platform to deliver the sessions ensures it can be done without negatively affecting Service Levels.

Refocusing the Role of Agents

In recent years, customer service performance has taken on greater significance in the battle to maintain a positive brand reputation. Customer-facing agents are on the front lines of that battle, and as their job only gets more difficult, keeping them engaged, satisfied, and productive requires constant attention to their needs. But their supervisors’ attention is already spread thinly across multiple responsibilities, and few supervisors have the bandwidth to track the stress levels of individual agents.

AI now offers the capability to ensure agent well-being without increasing the burden on their supervisors. Using technology to automate work processes was an important achievement, but the challenge facing customer service providers today requires more adaptive technologies that can provide more targeted and more effective support to human agents. Because there will always be Moments of Truth, and now more than ever, those Moments require a human touch.

Guest blog post written by Intradiem.

The post AI Can Promote a Healthy Tech-Empowered Workplace appeared first on Execs In The Know.

1. The surging prominence of conversational AI and the quest for the ideal solution
2. The inherent challenges in embracing AI, notably the need for cross-collaboration and alignment
3. Prioritizing AI and its positive impact on customer interactions

Conversational AI is not just a fleeting trend; it’s a transformative force poised to redefine customer engagement across various industries. So, what sets it apart, and how can it be leveraged to enhance customer interactions?

Let’s dive in.

To understand, we need to explore its essence. Conversational AI acts as a bridge between humans and computers, facilitating seamless communication. This nexus of artificial intelligence, automated speech recognition, natural language processing, machine learning, and human-in-the-loop offers unparalleled advantages to contact centers.

Businesses are increasingly realizing the immense potential of conversational AI, but the key to success lies in choosing the right solution, engaging the appropriate stakeholders, and prioritizing accordingly to ensure transformative success.

Choosing the Right Conversational AI

There’s an abundance of conversational AI tools in the marketplace, making it a daunting task to pinpoint the one that best aligns with a company’s specific needs – a sentiment echoed by many luncheon attendees. But, not all solutions are created equal. In the rapidly advancing tech landscape, the decision to select the right one becomes even more critical.

Conversational AI tools offer numerous advantages to a company, staff, and customers. As companies delve into AI, it’s crucial to strike a balance of excitement and caution. While we’ve seen groundbreaking enhancements in customer interactions and operational processes in companies like GoDaddy, it’s essential to ensure that technology solutions align with organizational goals and values, and that they cater to the needs and experiences of end-users.  Start by envisioning the ideal user interaction and research a platform that supports that vision.

Next, engage with established vendors who possess a deep understanding of customer service, and industry nuances. This holistic expertise guarantees seamless and user-friendly interactions, eliminating mechanical and awkward exchanges between the IVA (intelligent virtual assistant) and customer.

Crucially, as companies explore AI solutions, evaluate the long-term implications, potential risks, and rewards associated with each platform, ensuring a strategic and thoughtful implementation process.

Aligning Stakeholders for Transformation

A consistent theme that emerged during the discussion was the importance of alignment. For an AI-driven transformation to succeed, stakeholders from various departments must come together, understanding and championing the change. From technology to marketing to customer success, the move towards AI should be a collaborative effort, otherwise, efforts to embrace and implement digital transformation will inevitably fail.

Prioritizing AI Investments for Maximum Impact

In the ever-evolving realm of business and technology, investing strategically in AI is pivotal for success. It’s evident that AI has immense potential, but its implementation must be methodical and deliberate, necessitating businesses to prioritize their investments. This involves identifying which AI applications will provide the maximum return on investment. For instance, is the goal to improve self-service opportunities? Or is it more about refining product development? (Though, if it were up to us, we’d vote for customer service improvements.)

AI can significantly boost efficiencies, but its application should be rooted in real customer needs. Whether it’s understanding a customer’s voice intent or offering personalized experiences, conversational AI solutions should aim to enhance genuine human interactions, not replace them. It’s also crucial to ensure the solutions adopted are aligned with company values and objectives.

Focusing on solutions that align with business goals, resonate with values, and are proven to drive results will guide AI implementation more effectively.

The Future of Customer Experience is AI

It’s clear that AI is shaping the future of customer experience, opening up new avenues for businesses to engage and delight their customers. There are tales of companies fast-tracking AI implementation, moving from traditional manual processes to automated ones. The consensus is that while the journey might be challenging, the results are worth it. Yet, as with all technological advancements, it requires strategic planning, cross-departmental collaboration, and a clear understanding of the desired outcomes.

This evolution, however, is not without its challenges. The vast selection of AI solutions, navigating the complex waters of stakeholder alignment, and identifying priorities within an ever-growing AI industry all pose their unique hurdles. But one thing is sure, as shared by an executive: “The answer is not all in on AI… It’s about taking the first step.”

To truly maximize the potential of AI, businesses should focus on the real stories, the tangible impacts, and the human connections these technologies can foster. The future might be AI, but at its heart, it remains deeply human.

Are you ready to take your first step? This checklist will help you understand the key functions your IVA should be able to automate to deliver a streamlined, efficient customer experience. Check out the IVA Automation Checklist.

Guest blog post written by Interactions.

The post Navigating the Conversational AI Landscape appeared first on Execs In The Know.

Customer loyalty, the art of forging a lasting bond between a brand and its customers, is akin to having a cherished local pizza shop your family unfailingly orders from or a signature clothing brand that tops your list when it’s time to replenish your wardrobe. It’s that magnetic connection that keeps you coming back again and again.

For businesses, nurturing customer loyalty means delving deeper than the initial transaction and crafting enduring relationships based on trust. It’s not a simple feat, but cultivating trust among your customers and ensuring they return is one of the most valuable things you can do for your business—and the data shows it.

Gartner research reveals that 74 percent of customers expect more from brands, not only in their products and services but also in how they treat them. In our recent Experience & Loyalty Insights: A Research-Based Review report, among both “Loyalist” and “Non-Loyalist” consumers, “Provide Consistent, High-Quality Experiences at Every Touch Point” was the top answer when asked what Retail/eCommerce brands need to do to create an exceptional customer experiences.

As CX speaker Zig Ziglar once said: “If people like you, they’ll listen to you, but if they trust you, they’ll do business with you.” 

The goal is to put your customers first and ensure they know they’re your top priority. When organizations accomplish this goal, they can be confident that customer trust and loyalty will follow closely.

While it cannot be done overnight, there are actionable steps to help pave the way toward this goal.

At Customer Response Summit (CRS) Nashville this past week, keynote speaker Stacy Spikes, Co-Founder and CEO of the subscription-based movie ticketing service MoviePass, took centerstage to address this topic.

For the unacquainted, Stacy was on the original team that founded MoviePass in 2011. He exited the company in 2017 after data analytics firm Helios & Matheson acquired it. In September 2019, MoviePass notified subscribers that it would cease operations, stating that its “efforts to recapitalize have not been successful to date.” After a rollercoaster ride that included bankruptcy and a global pandemic that temporarily halted the silver screens, in 2021, Stacy acquired Moviepass’ assets and announced plans to relaunch the company.

Under Stacy’s leadership, MoviePass has transformed not just in its ownership but also in its business model. This evolution is a testament to the company’s commitment to its customers. At its core, MoviePass has always been about making the cinema experience more accessible and enjoyable for everyone. And now, as it embarks on its latest journey, it’s clear that the company is putting customer loyalty and trust at the forefront of its mission.

During his engaging keynote, Stacy gave CRS attendees a glimpse of what MoviePass has in store. His presentation included insights into how the brand is re-emerging, overcoming past challenges, navigating customer churn, adapting to meet customer needs, embracing product and customer experience improvements to build trust and loyalty, and setting its sights on a new horizon.

Stacy also discussed the future of cinema under his helm—from crowdfunding to blockchain and artificial intelligence (AI) activations.

Thank you to Stacy for his leadership, participation, and insights!

Mark your calendars for March 13-15, 2024, for Customer Response Summit (CRS) in Tucson, Arizona.

We’re thrilled to gather our esteemed global community of customer experience (CX) leaders in the vibrant city of Tucson at the exquisite JW Marriott Tucson Starr Pass Resort & Spa, conveniently located near the heart of the city’s cultural scene.

Registration opening soon!

The post Earning Customer Trust, Loyalty, and Enabling CX Excellence appeared first on Execs In The Know.

This article will focus on generational diversity for your frontline agents and self-help – the point of contact for many customers. The five generations in the workforce today are listed below, but, at least in the U.S., the Silent Generation accounts for only one percent of the total workforce. Our survey would indicate even less so within contact center frontline positions. So, we’ll focus on the more recent four generations even though five technically exist.

The Five Generations in the Current U.S. Workforce

It is important to be aware that the years listed for each generation are not universally accepted. Sociologists, such as those researching the workplace, have different criteria for defining when one generation ends and another begins, and because there is no universal standard, different interpretations exist.  Hence, take these as guidelines rather than absolutes since individual traits are also valid.

We can glean knowledge from the qualities of the four generations typically employed in customer-facing roles. Then, we can use this to inform our management style and promote collaboration between them, considering their respective motivations.

While this is different from the intention of the focus, we can also apply this knowledge to how our customers might wish to interact with us in the future.

Predominant workplace traits by generation

Let’s look at the traits of the most recent four generations and what we can learn from them:

Baby Boomers (~ 59 to 77 years): Boomers are dreamers with high hopes, both independently competitive and team-success oriented. Of all generations, they understand the most how their work contributes to organizational success. Baby Boomers excel at adapting to any communication style since they’ve seen them all, with no bias toward one method like the Silent Generation. They embrace loyalty, responsibility and success.

Boomers are the generation most likely to tend towards the term “workaholic.”  In the past, this would have been seen as a strong trait. Current managers tend to encourage Boomers to achieve a better work-life balance to prevent burnout.

Baby Boomers are adaptable to technology and eager to learn new skills. While there is a perception by younger generations that Boomers are less oriented to computer work, they invented the modern-day PC and the internet. Hence, those still working are much more computer savvy than common perception. This generation had to learn to connect to the internet through multiple methods, from phone lines to cables to routers.

As far as their role in a frontline team, Boomers are becoming a popular choice as they are far more likely to work beyond retirement age, part-time or full-time. Reasons for their drive to continue in work can vary – anything from lack of savings to needing more comprehensive and cost-effective healthcare choices. Younger, more educated Boomers, in particular, welcome working with younger and more diverse workers than older Boomers and are likewise more accepting of diversity of all types.

Boomer employees can be outstanding mentors for younger staff and love learning from them. Boomers want to do their best for the company and appreciate any endeavors that pave the way for team and organizational success.

Generation X (~ 43 to 58 years): Generation X (GenX or GenXers) are adaptable, professional and self-directed. They are also more skeptical than the idealistic Boomers before them. They communicate directly, candidly and often. While some say GenX is less likely to want face-to-face interaction, no data supports this perception.

Because of their flexibility, GenXers will divert to whatever is most efficient as a default, no matter the channel.  If they realize one communication channel is ineffective, they will resort to the most effective channel to improve their overall efficiency.

GenXers value work-life balance, autonomy and constructive feedback. They are motivated by results and rewards but more so by flexibility. GenX is considered the “sandwich” generation who have always valued work-life balance, even as young adults.  By the early 2020s, they value this balance even more.

Because people live much longer, adult children often provide care and support for their older parents. Simultaneously, they are providing care or support for their children in the subsequent two generations who are either still in school or young adult workers.

They are proficient in technology. If Boomers invented the internet, it would be fair to say that GenX gave rise to the dot-com boom.

Motivators for GenX include diversity, change and staying engaged (they are quick to move if an employer fails to meet their needs). And while they like work change, they decidedly often do not like if change at work negatively impacts their personal lives. As a manager, you can benefit most by giving GenXers immediate feedback and remote or flexible work arrangements that they choose based on their level of work-life balance desires. Like Boomers, GenX can make great mentors to younger generations. In fact, of all the generations, they are the most likely to bridge the gap between the two generations by mentoring Millennials and reverse-mentoring Boomers.

Millennials: (~ 27 to 42 years): Like their younger Boomer parents, Millennials can be more competitive and achievement oriented. They are among the most civic-minded generation, which sociologists believe to be shaped by the vast exposure to their surroundings and events because it is all at their fingertips and has been since their youth or teen years.

Social media platforms and websites have enabled new forms of involvement in civic activities, e.g., online petitions, crowdfunding and digital activism. But not all Millennials share the same views on any given civic matter, so leaders should keep that in mind.

They show trust in each other, work together and think innovatively. Conversations often occur through digital platforms like social media or messaging apps.

Millennials are the most diverse and inclusive work generation in U.S. history, with high racial, ethnic, religious and sexual diversity. They value diversity and inclusion as societal virtues and are more likely to support causes that promote equality and justice for marginalized groups.

Millennials were given a bad rap as the “boomerang” generation, given that they, compared to previous generations, boomeranged back to their parental home by their early to mid-20s. The term “boomerang” fails to account for the fact that the early Millennials were caught up in the Great Recession that started in 2006 and did not end until nearly 2010 – the most significant and prolonged economic downturn since World War II. Millennials were 18–28-year-olds during the Great Recession period.

Millennials are motivated by challenges and opportunities for growth. They are also inspired by having a purpose. They are modern technology-raised and expect to use it in every aspect of their work.

As a leader, get to know your Millennials personally, manage by results, be flexible with their schedule and work assignments, and provide immediate feedback. Millennials are significantly impacted by the quality of their manager, meaning they are likely to leave a boss who does not measure up. They like unique work experiences, so leverage that to give them the challenges and opportunities for growth that they seek.

Generation Z (~ 18 to 26 years as of 2023): Gen Z (GenZ or GenZs) represents the most diverse cohort in the U.S. workforce, bringing a unique blend of realism, entrepreneurship, social consciousness and financial ambition. They have developed their values, tastes and habits influenced by modern technology, social media and world events.

GenZs are fluent in technology and use multiple devices simultaneously. They expect to work with modern, efficient tools that enhance their productivity and creativity. They also prefer to work remotely or flexibly as long as they have access to reliable platforms to do their work, or they will go elsewhere. (They will usually ensure they have reliable internet, even if they want their company to reimburse them).

They communicate visually and succinctly, readily using emojis or videos instead of text. They value authenticity, flexibility and impact. They are motivated by personalization and acknowledgement.

Gen Zs are independent, capable of seeking new knowledge, adept at taking chances, and eager to try out novel ideas. They are resourceful, courageous, and open to experimentation. They value autonomy and flexibility in their work and are more likely to pursue freelance or gig opportunities than previous generations.  They are more entrepreneurial, so a GenZer is okay not being “an employee” at all. Their entrepreneurial tendency could be useful to Gig Customer Centers and could be a strategy for future bright workers in tech support.

Unlike the generation before them, GenZs want to be more fiscally sound, so they are less idealistic and more money-motivated. Generation Z also endured the economic hardship of the Great Recession. They are all too familiar with the effects of job losses, home repossessions and economic woes, and are thus more aware of the financial problems they may face in the future. This awareness has made them prioritize stability, safety and savings over consumption.

Leaders should offer opportunities to work on multiple projects simultaneously, allowing them to be self-directed and independent. Leaders should bear in mind that as GenZ comes of age, their tolerance for inefficient tools that impede job performance is low; thus, informed decision-making is necessary to ensure maximum productivity and minimal waste of time.

Since they are money-motivated, they will leave a job for a different job if it means they can improve their income in a way that is stable and minimal risk to their overall financial plan.

In Summary

Today’s workforce is multigenerational, each with its own values, communication styles, work preferences and even technology habits. Comprehending the disparities and likenesses among these generations can help administrators and employers construct a positive and effective workspace that takes advantage of the abilities of each generation.

At CRS Nashville, COPC Inc. is hosting an engaging workshop about transforming leadership approaches to get the most from your work relationships. This research-based workshop will provide attendees with:

1. 2023 research on generational preferences of global contact center agents
2. Opportunity to create a leadership enhancement plan utilizing your own data
3. Methods for leading different generations using individualized strategies for each team member

Guest blog post written by COPC.

Join their panel at Customer Response Summit (CRS) Nashville on Wednesday, September 20th at 4:00 pm, led by Rick Zayas, Vice President at COPC

The post Understanding and Using the Potential Power of Generational Divides in Frontline Agents and Customers appeared first on Execs In The Know.

As technology capabilities advance, business strategies evolve. This paradigm has never been more evident than right now. Brands are looking to harness AI for many different use cases and applications. AI is rapidly reshaping environments and even industries. The unbridled possibilities that AI brings are very appealing, and the desire to implement AI quickly and reap its benefits sooner rather than later is understandable. However, rushed initiatives to leverage the power of AI do not usually deliver the change businesses are expecting. The reason that this approach falls short is because it tends to focus on solving for technology needs rather than business needs. Consequently, many AI initiatives fail to get completed, or fail to have lasting and holistic impact. Modern technology, including AI, is a business enabler, not a business solution.

Five Reasons AI Projects Often Fail

AI efforts usually fail due to numerous issues collectively working against them.

1. Unrealistic Expectations
   Many AI projects start off overly ambitious, creating a discrepancy between expected and actual performance, resulting in disappointment when outcomes don’t live up to expectations. This is often the case when AI initiatives are not aligned to business objectives and designed to generate value. The goal should be to use AI to generate value by enabling your people, processes, or products to deliver value.
2. Unclean Data
   Unstructured and outdated data produces unclean data. The power of AI is harnessed from the data the technology can access. No matter how you plan to use AI, its intelligence is artificial, and it will only ever be as good as the data it pulls from. Producing clean and reliable data can seem like an unbearable task, and many brands try to bypass this step without realizing its significance. This is an essential step and needs to be one of the highest priorities for any organization looking to deploy AI solutions.
3. Lack of Experience
   Limited experience with the different types of AI and their use cases, coupled with unfamiliarity around the complexities of AI, often produce incomplete project plans, unobtainable timelines, and unpredictable costs, undermining its chances of success.
4. Integration into Legacy Systems
   Many legacy systems are not built to work with the latest AI technologies. This causes compatibility issues that often lead to ill-constructed integrations resulting in a faulty or fragmented solution delivering subpar performance. Knowing what is and isn’t capable with legacy systems and how to integrate is imperative, otherwise you may limit AI’s ability to be revolutionary for your business.
5. Inadequate Day 2 Support
   AI solutions need to be tweaked and monitored continuously. Brands that have continued success with their AI solutions have an entire teams dedicated to maintaining and correcting the various solutions, or they have a strategic partnership with a service provider to manage it collaboratively with them.

The DIY or SI Crossroad

Businesses frequently debate whether to use a Do-It-Yourself (DIY) strategy or to work with an AI solutions integrator (SI) provider. Each option carries a unique set of hurdles that can have an impact on how AI implementations are delivered and continued.

The choice of whether to take a DIY approach or work with an AI solutions integrator is complicated and depends on an organization’s willingness to take on risk, level of knowledge, and long-term objectives.

DIY choices provide flexibility, but they also carry a high chance of failure and underperformance. Working with a trustworthy AI solutions integrator (particularly an SI that provides managed services and offers bundled solutions) reduces risk and produces a smoother, more fruitful AI deployment process.

Benefits of the SI Route

Here are some of the top reasons why you should choose to partner with a solution integrator firm rather than going for DIY:

Access to Cutting-Edge Technology and Specialized Knowledge

When you work with a solutions integrator, you have access to a group of skilled AI experts who have a thorough understanding of the technology and its uses.

Industry Knowledge

A partner who is an expert in the technology and knowledgeable about your industry will be aware of specific nuances to consider and is better equipped to deliver AI solutions that are in line with CX requirements unique to your company and industry.

Faster Deployment and Implementation

Solutions integrators can streamline project execution with their existing procedures and methods. Their expertise shortens the time to market and speeds up the realization of AI-driven CX value.

Scalability and Adaptive Flexibility

Scalable solutions are available from SIs and are integrated to meet your company’s current demands while enabling you to quickly adapt for future needs and expansion. Good integrators operate under Change Management best practices and governance, so upgrades and tweaks to your solution are as seamless as possible. This is especially important as your business strategies change with technology evolutions.

Collaborative Approach

Select a partner who appreciates candid communication and teamwork to make sure your company’s objectives are at the center of the AI strategy.

Anticipated Costs

DIY ventures necessitate hefty upfront recruiting, training, and infrastructure setup costs. AI tools may require continuous costs to operate and maintain that outweigh any immediate benefits.

Customization

DIY methods frequently fall short of being able to deliver the same level of customization that is possible through specialized partners. Customization is often needed to address specific CX needs, enhance agent experiences, and increase customer satisfaction.

Day 2 and Continuous Evolution

After implementation, working together with an AI managed services provider materializes immediate value. Security, billing, customer experience, and marketing issues are quickly and expertly handled by their diverse staff. An AI partner’s involvement becomes crucial in the post-implementation and support period as the initial excitement of new AI functionality wanes. They maintain success by keeping an eye on systems, responding quickly to problems, and maximizing algorithms for a higher level of efficiency.

Cornerstones of their services include smooth scalability, strong security measures, and flexibility to react to shifting business needs. A trusted AI partner delivers efficiency and alignment of evolving objectives with dedicated teams for troubleshooting and customized assistance. This stage establishes the partnership’s value, allowing continuous AI improvement and a simple path to innovation.

Overall, working with a solution integrator to incorporate AI in your CX practice offers several benefits over a do-it-yourself strategy. The disadvantages of DIY, such as unplanned cost structures, time-to-value, and less customization, highlight the strategic benefits of working with knowledgeable solution integrators.

This kind of trusted partnership removes the need for specialized employees, assists in optimizing business processes, and produces seamless AI integrations with proactive issue resolution and thorough optimization. The result is enhanced productivity and long-term growth.

Choosing the Right AI Services Partner

A thorough assessment is necessary when choosing the right AI services partner for your organization. The following aspects should be considered when choosing the best agency to partner with for your business:

A Direct Path to Value

When it comes to the field of artificial intelligence, the decision between a DIY approach and working with an AI partner is a complex one that greatly impacts an organization’s progress. This decision is influenced by several factors, such as risk, current competency levels, and strategic goals.

Collaborating with a reputable AI solution integrator offers numerous benefits that reduce risks and improve outcomes. Solution integration specialists, especially those offering managed services, can streamline implementations, overcome obstacles, and optimize AI solutions for a smoother journey that delivers maximum business value.

Guest blog post written by Black Box.

The post Navigating the AI Journey: DIY or Partner-Led Crossroad appeared first on Execs In The Know.

This skill is a critical component of a well-rounded well-being strategy, as it empowers individuals to navigate stress, build resilience, and foster healthy relationships – both personally and professionally.

Value and Work Efficiency

When employees feel valued and supported, and their well-being is prioritized, they are more likely to remain engaged and committed to their roles. This translates to reduced turnover rates, saving organizations both time and resources that would otherwise be spent on recruitment and onboarding. A well-balanced workforce is a productive workforce. Employees who are physically and mentally well are better equipped to focus on their tasks, make sound decisions, and collaborate effectively with colleagues.

In their 2022 global Work Trend Index, Microsoft found that 53% of over 31,000 global employees said they’re more likely to prioritize health and well-being over work than before the pandemic [Forbes].

By investing in well-being, organizations create an environment where employees thrive, leading to improved job satisfaction and enhanced performance.

The Path to Emotional Intelligence

Cultivating emotional intelligence requires intentional learning and development strategies that focus on mindfulness and self-awareness. As CX  leaders, fostering these skills in your workforce can drive substantial well-being improvements.

Here are some effective strategies:

• Mindfulness Practices: Integrate mindfulness practices into the workplace. Encourage short mindfulness breaks, meditation sessions, or even dedicated spaces for relaxation. Mindfulness enhances self-awareness and self-regulation, leading to reduced stress and improved decision-making.
• Emotional Literacy Training: Offer training sessions that teach employees to identify and label emotions accurately. Emotional literacy enhances empathy and communication skills, creating a more emotionally intelligent workforce.
• Feedback Culture: Promote a culture of constructive feedback. Encourage employees to give and receive feedback with empathy and openness. This practice fosters self-regulation and social skills while promoting continuous growth.

Leveraging AI Technology to Amplify Well-Being Strategies

The integration of AI technology into well-being strategies offers unprecedented opportunities for personalization and effectiveness. AI-powered platforms can analyze employee data, behavior patterns, and emotional responses to offer tailored interventions and support. Here’s how AI technology complements emotional intelligence and mindfulness strategies:

• Personalized Well-Being Interventions: AI algorithms can analyze employee data to recommend personalized well-being interventions. This could include mindfulness exercises, stress-reduction techniques, or resources for developing emotional intelligence.
• Real-Time Feedback: AI-driven tools can provide real-time feedback on emotional states and stress levels. This enables employees to become more self-aware and take proactive steps to manage their emotions.
• Learning Enhancements: AI can adapt learning materials based on individual preferences and emotional responses, enhancing the effectiveness of emotional intelligence training programs.

Shaping a Well-Being-Centric Future

As leaders, your role in shaping a well-being-centric corporate culture is pivotal. By intentionally cultivating emotional intelligence through mindfulness practices and leveraging the power of dynamic neuroinsights and AI technology, you’re equipping your workforce with essential skills to thrive. Empathy-driven leaders, emotionally intelligent employees, and AI-enhanced strategies collectively contribute to a resilient, empowered, and thriving corporate environment.

This approach transcends traditional isolated initiatives, weaving well-being into the fabric of company culture and systems. From onboarding processes that instill well-being values to ongoing training programs that develop emotional intelligence and stress management skills, holistic system design ensures that well-being is ingrained at every stage of an employee’s journey. By offering ongoing education, resources, and a supportive environment, organizations empower employees to consistently prioritize their well-being. This not only enhances individual lives but also contributes to a harmonious and engaged workforce that drives sustainable business success.

Guest blog post written by IntouchCX.

Join their panel at Customer Response Summit (CRS) Nashville on Wednesday, September 20th at 2:15pm, led by Chris Harrison SVP, Well-Being and Organizational Development at IntouchCX

The post Cultivating a Culture of Employee Well-Being appeared first on Execs In The Know.

How can AI help customer service? According to the Zendesk Customer Experience Trends Report 2023, many customers who use Zendesk AI see 30 percent faster resolution times, and businesses that use Zendesk bots saw CSAT improve by two percentage points year over year. Read on to learn how your business can make the most of AI in customer service.

How AI can improve customer service

As technology continues to evolve, we’re seeing new ways that AI can enhance the customer experience. Here are some examples of how to use AI in customer service for your business.

1. Improve agent efficiency and productivity

AI can boost agent productivity and efficiency with tools and automations that simplify workflows. Chatbots for business can handle simple requests, while automated processes eliminate time-consuming, repetitive tasks. This reduces your team’s workload and frees your agents to address high-value tasks and complex customer issues.

AI can even analyze a customer interaction and understand the customer’s sentiment and intent. This allows the bot to identify positive, negative, and neutral language so it can route tickets to an agent accurately if a handoff is necessary and reduce escalations due to sentiment detection. When routing to a human agent, the sentiment gets included in the conversation. This lets the agent know how to approach the interaction, preparing them to avoid an escalation or de-escalate an elevated situation.

Zendesk, for example, offers a wealth of AI-powered productivity tools that help make agents’ jobs easier. These tools include:

• Advanced bots can greet customers on your website or messaging channels as a friendly first line of support and answer common questions, saving your agents time. They come pre-trained to understand top customer issues specific to your industry and can identify intent, language, and sentiment. Zendesk offers a bot builder, allowing you to write answers for your chatbot and create a more conversational experience.
• Intelligent triage that uses AI to automatically analyze the customer request and determine the intent, sentiment, and language. Based on that information, it routes the request to the agent best suited to handle it, along with the customer context.
• Intelligence in the context panel, which is an AI-powered assistant in the Agent Workspace that provides insights and guidance on how to resolve an issue. It displays customer intent, sentiment, and language and suggests the next course of action (like relevant responses)—helping the agent resolve issues faster.
• Content Cues, an AI-powered feature that identifies gaps in knowledge base content based on trending topics and flags existing content that needs improvement. This makes it easier to keep self-service resources relevant and up to date.

Example scenario: A customer sends a message via Facebook Messenger for business, asking, “Where is my order? It was supposed to be delivered yesterday.” The AI can understand that the sentiment is negative and the customer is angry based on their tone. As a result, it automatically triages the ticket to the right agent, helping the business avoid further escalations.

2. Make proactive recommendations to customers

With access to the right data and customer context, bots can proactively make personalized recommendations based on a customer’s preferences, website behavior, previous conversations, and more.

According to Lauren Hakim, a product marketer at Zendesk, proactive engagement is one of the most effective uses for AI-powered chatbots.

“Bots can help you get ahead of customer asks by reaching out with meaningful, timely, and personalized interactions that drive engagement and retention and increase sales and conversion rates.”Lauren Hakim, product marketer at Zendesk

For example, AI can be an effective tool to prevent customers from abandoning their shopping carts. Customers may have additional questions about a product, encounter issues with shipping costs, or not fully understand the checkout process. AI can automate workflows to help close sales with chatbots that offer discounts, send reminders to the customer to complete the purchase, or proactively reach out to see if they have any questions.

Example scenario: AI recognizes that a specific website visitor often adds merchandise to their shopping cart before abandoning. A bot sends a proactive message to the visitor with a discount code to facilitate the purchase.

3. Provide customers with 24/7 service

Deploying AI-powered chatbots allows customer service teams to deliver convenient, 24/7 support. This means customers can connect with your business any time—day or night—and get help in real time, even when support agents are offline.

Chatbots, like Zendesk bots, are available around the clock. They can answer general questions or offer self-service resources—like help center articles—so customers can find answers or complete simple tasks. As businesses scale toward global markets, always-on support is crucial to maintain an excellent customer experience.

Example scenario: A customer reaches out at 3:00 am Pacific Time for support. They are immediately greeted by a chatbot, which asks a series of questions. The bot captures the customer’s information and opens an asynchronous ticket by email. The bot also offers a relevant help center article while the support team works on the request.

4. Deliver personalized support

According to our CX Trends Report, 59 percent of customers expect businesses to use the data they collect to personalize their experiences. AI can leverage that customer data to deliver personalized support in the following ways:

• Offering assistance to customers based on previous behaviors or inquiries
• Keeping customers updated and informed about new, relevant products and services based on purchase history
• Sending relevant discounts based on what items are saved in a customer’s cart
• Serving customers in their preferred language

Is it possible for customers and bots to engage in rich, personalized conversations? Zendesk AI is built on customer intent models that are specific to customer service. This means you can configure bots to provide an immersive customer experience—and even convey empathy in a genuine, conversational way.

Example scenario: AI automates a friendly message that wishes a customer a happy birthday and includes a 50 percent discount code. AI can send this on the customer’s preferred messaging channel, address them by the correct pronouns, and recommend products based on their purchase history.

5. Gather consumer insights

Using AI in customer service allows customer service teams to gather consumer insights. With Zendesk, for example, intelligence in the context panel comes equipped with AI-powered insights that gives agents access to customer intent, language, and sentiment so they know how to approach an interaction. All the relevant data gets stored in a unified workspace, so agents don’t have to toggle between apps to get the info they need.

Agents can choose to automate the reply, saving themselves time. Intelligence in the context panel can help take the pressure off of agents by reducing manual tasks during peak times.

Example scenario: A customer’s order got lost in the mail, so the customer reaches out to the company via live chat. AI can display a prompt to the agent, suggesting a refund or replacement for the missing product.

6. Create powerful intelligent workflows

Transferring customers to different departments and reps doesn’t make for a great customer experience. With AI, you can create powerful intelligent workflows that provide faster support for customers and create more efficient agents. This eliminates wait times as customers get intelligently routed to the agent best suited for the task.

With Zendesk, support teams can use AI to route requests to the right person based on:

• Customer intent, sentiment, and language
• Agent capacity
• Agent status
• Agent skill set

Example scenario: A customer calls in because they were charged a different price than they expected for a service add-on. AI understands the customer’s angry tone, that the customer speaks Spanish, and captures the customer’s account type and billing information. The AI finds an available senior-level agent, who handles billing discrepancies and speaks Spanish, and completes the handoff, complete with customer context.

7. Offer multilingual support

Conversational AI technology uses natural language understanding (NLU) to detect a customer’s native language and automatically translate the conversation; AI enhances multilingual support capabilities.

Pairing multilingual support automation software with your customer service solution gives the AI access to customer information that adds personalization to the conversation. This includes data like the customer’s location, the device they’re using, buying preferences, conversation history, and more.

Example scenario: A bot automatically detects the customer’s language based on their location and the text in the chat window.

8. Assist with agent onboarding and training

When agents join a new customer service team, there’s a lot for them to learn. With Zendesk AI, every customer service agent gets a virtual assistant, making it easier to onboard new hires and train agents. Advanced AI helps agents get up to speed and improve their level of customer service by:

• Gradually increasing the complexity of requests they handle with intelligent routing
• Suggesting the next course of action to take in a given scenario

With Zendesk, Rhythm Energy was able to spend less time training new agents while maintaining the same level of high-quality customer service.

“Zendesk is easy to teach because everything’s automated,” says Brandon Cancino, customer care manager at Rhythm Energy. “We can take an agent with zero knowledge right off the training floor and have them assisting customers like a tenured agent.”

Example scenario: A newly hired agent who recently completed training is still getting comfortable handling live customer service requests. A bot lends the agent a helping hand by offering relevant help center articles and suggested responses to customer inquiries to help the agent learn the ropes faster.

9. Save agents’ time by automatically identifying customer intent

Zendesk advanced bots come with pre-trained customer intent models that can address common, industry-specific customer issues based on customer service data. That means advanced bots can automatically identify customer intent and classify requests—like password resets or billing issues—and offer more personalized, accurate responses. The bots can then share the intent with agents for additional context.

These bots can be deployed on messaging and email channels to deflect customer questions and handle repetitive tasks—like troubleshooting or collecting feedback—so agents can focus on customer queries that require a human touch. Rather than spending hours manually configuring your chatbots, you can set up an advanced bot in a few simple clicks.

Example scenario: A customer sends an Instagram DM saying that their order was never delivered. An advanced bot automatically understands the intent based on the customer’s language and responds with an offer to send a replacement or issue a refund.

The benefits of using AI for customer service

According to our CX Trends Report, 72 percent of business leaders say expanding their use of AI and bots across the customer experience is an important priority over the next 12 months. As businesses invest resources in customer service AI, more benefits emerge. Here are some of the top benefits of AI for businesses.

• AI keeps costs low: AI tools like chatbots, intelligent triage, and workflow automation allow customer care teams to handle higher ticket volumes without increasing personnel. AI supplements the agent, boosting efficiency and productivity—and adding savings to your bottom line.
• AI delivers fast, consistent support: With AI, you can deliver instant support without involving an agent. If a customer handoff is needed, AI delivers key information and customer context and guides the agent with insights and suggested actions for faster resolutions.
• AI boosts customer satisfaction and customer retention: Businesses using Zendesk bots saw CSAT improve by two percentage points year over year, according to our CX Trends Report. Fast, convenient, and consistent service is key to gaining loyal customers that stick around.
• AI reduces agent burnout: AI takes care of tedious tasks, reducing the workload for support teams. When agents can focus their energy on tasks that match their skillset, it makes their job more fulfilling.

Examples of AI and automation in customer support

Some examples of AI and automation in customer support include chatbots, natural language processing (NLP), face and voice recognition, interactive voice response (IVR), and intelligent virtual assistants (IVAs).

AI technology is relatively new and will continue to evolve and improve. As technology advances, business leaders can use new and innovative AI-powered tools to enhance CX. Here are a few examples of AI and automation in customer support.

• Chatbots: A type of conversational AI that can understand customer inquiries and automate responses in a friendly way.
• Natural language processing (NLP): Machine learning technology that can comprehend and respond to voice commands and translate text.
• Face and voice recognition: Biometric AI that uses algorithms and math to detect and distinguish human facial features and voices for authentication purposes.
• Interactive voice response (IVR): Automated phone system tool that answers incoming calls, understands vocal replies, and offers options for next steps, like routing calls to the right agent or department.
• Intelligent virtual assistant (IVA): AI program that understands voice commands and completes tasks for customer support agents.

What are the challenges of AI in customer service?

Like any emerging technology, implementing AI in the workplace may come with unique challenges. Here are a few of the biggest obstacles to consider as you begin incorporating AI into your business. When choosing AI software, make sure to look for a solution that can help solve these challenges for your team.

Choosing AI: The smart decision for customer service

Welcome to the future of AI in customer service. Leveraging AI to boost customer happiness, enhance the employee experience, and simplify support can help your business grow and thrive. Investing in AI to improve customer service should be a no-brainer.

Guest blog post written by Zendesk.

The post 9 Ways to Use AI in Customer Service appeared first on Execs In The Know.

Overcoming Traditional Challenges to Meet Modern Customers

Contact centers have always been pivotal in ensuring customer satisfaction. They bridge the gap between businesses and their customers. However, the traditional model is riddled with limitations. Think about the long hold times, repetitive inquiries, and inconsistent service. A whopping 47% of people say speaking with customer service is frustrating.

These challenges, unfortunately, translate to reduced customer loyalty and potential business losses. With customer expectations on the rise, contact centers must evolve to keep pace.

The Rise of AI in Contact Centers

AI-powered virtual assistants have entered the scene as the premier solution with the resources needed to transform operations. They bring efficiency, accuracy, and the much-needed personalization that traditional models lack.

Recently,  Ryan Smith, senior director of customer care strategy and operations at GoDaddy, and Phil Gray, chief product officer at Interactions, discussed the crux of AI’s impact on these centers and the optimistic future it creates. By leveraging AI, contact centers can automate complex tasks, ensure high-quality customer service, and boost operational efficiency – a triple win for businesses.

Real-time AI Benefits – A Case in Point

One of the standout features of modern AI solutions is their real-time data collection and analysis capability. GoDaddy’s implementation of this function transformed their interaction with customers. The realization that internal jargon might not resonate with customers led to a significant shift in their approach. As Smith aptly put it, aligning one’s vernacular with customers is crucial since they are the actual consumers of the products. Such insights could only be derived due to AI’s real-time capabilities.

Human-in-the-Loop – The Balance Between AI and Human Touch

There’s a common misconception that AI aims to replace human involvement. GoDaddy’s “human-in-the-loop” approach, facilitated by Interactions Virtual Assistant (IVA), debunks this myth. Smith highlighted an instance where a customer’s partial cancellation request, which would typically involve transfers and potential hold times, was seamlessly handled by the IVA. The IVA, with its ability to orchestrate the partial cancellation task with a human agent in real time, maintained control, delivering a smooth experience for the customer. This approach not only ensures customer satisfaction but also provides the AI system with continuous learning opportunities from the edge cases managed by human agents.

Breaking Down the Complexities – Automate the Achievable

Smith’s perspective on complex interactions is a breath of fresh air. Instead of viewing complexities as a binary – either entirely automatable or not – he suggests deconstructing them. By identifying components of a complex task that can be automated, agents are left with only the essential pieces requiring their help. This perspective doesn’t just enhance efficiency; it enriches the job roles, combating monotony, and ensuring job satisfaction.

Embrace or Lag – The AI Ultimatum

In the webinar, Smith sent out a clear message: AI’s integration is inevitable. It’s become clear, companies need to identify AI’s potential benefits and harness them. For contact centers, the choice is clear – adapt to AI and enjoy the benefits of labor optimization, increased customer satisfaction, and reduced handling times, or risk falling behind.

Smith acknowledges that transitioning to new technologies might be challenging. However, he assures that the journey is worth the effort. With pioneers having paved the way and a wealth of knowledge available, contact centers are well-equipped to overcome any hurdles.

The future of contact centers, with AI at its helm, promises a seamless blend of technology and human touch. GoDaddy’s experience serves as a testament to the transformative power of AI.

Guest post written by Interactions, the Sponsor of Execs In The Know’s Executive Luncheon at Customer Response Summit in Nashville.

The post Beyond Traditional Limits: The Rise of AI in Modern Contact Centers appeared first on Execs In The Know.

It’s no secret that the hardest parts of the pandemic had everyone – from CEOS and business executives to teachers and stay-at-home parents, to the full-time working parent, turned teacher and the in-between, feeling burned out and out-of-balance. As the working world has shifted focus to trying to return to somewhat a new normalcy, organizations are honing in – answering the question, how do we get our business and our employees thriving again?

Employee Experience a Top Priority

In 2022, there was a drastic change in percentage of employees willing to support organizational changes, dropping to just 38%, down from 2016’s 74% of employees willing to support. In turn, this change fatigue is now a top priority with 47% of HR leaders emphasizing the need for a refocused emphasis on employee experience in 2023.

Burnout and a sense of imbalance have become pervasive issues, leading to the trend of quiet quitting and general dissatisfaction and disengagement at work, and employers are taking notice – shifting their strategies from just retaining employees to ensuring their genuine well-being and ability to thrive within the organization. Yes, there’s a renewed sense of employee empowerment and creating an environment where employees can flourish both personally and professionally, but what does this next step in cultivating the ultimate employee experience begin and more importantly, how?

Reimagining the Employee Experience

Gone are the days of an organizational promise of an every so often pizza lunch or the occasional work from home keeping employees satisfied. Today’s thriving work cultures are at the core of empowering employees. This starts with open communication and genuine concern for well-being. Organizations must actively listen to their employees, acknowledge their challenges, and support their aspirations. Regular check-ins, employee surveys, and focus groups can provide valuable insights to what employees truly need, but it’s up to the company to improve their experience.

How to Empower Employees

Empowering employees to thrive requires more than just listening – it requires a comprehensive approach, rooted in a deep understanding of the physical, emotional, and professional well-being of the employee. Key strategies to cultivate the ultimate employee experience can include:

• Flexibility – Providing remote work options, flexible working hours and accommodating personal needs demonstrates trust, and respect for employees’ constant juggling act of work versus personal life. Flexibility allows employees to manage their responsibilities more effectively, leading to increased productivity and job satisfaction.
• Simplifying – There’s an unspoken truth to many jobs – there’s just not enough hours in the day to do it well. But imagine a scenario where you are able to simplify the employee experience – accelerate training, embrace self-service opportunities, increase efficiency, and ensure consistency. Complexity, technology, and employee happiness can co-exist and do not have to be mutually exclusive.
• Embracing Technology – We live in a world where technology can revolutionize the way an organization does business with its customers. It’s time we utilize technology to enhance all experiences – from the customer to the employee. In a true human plus digital experience, processes improve, while people become empowered and satisfied.
• Prioritizing Professional/Personal Development – Investing in employee growth and development not only enhances skills, but also showcases the organization values their career and personal advancement. Open up the lines of communication, offer opportunities for upskilling and nurture the potential of each employee and see the organizational culture really flourish.

Moving from burnout to balance and empowering employees to thrive requires a concerted effort from organizations and leadership. Organizations now find themselves at the cusp of a spectacular comeback story – implementing a strategy that requires due-diligence, embracing of technology, prioritization, and flexibility to come back in a post-pandemic world stronger than ever. Imagine a scenario where quiet quitting quietly went away, and employees went from burnout to balance with the help of their employer, rather an alternative variant? While it may seem too far off, with the right strategy and help, it can be achieved.

Guest blog post written by HGS.

Want to learn more about how to improve the employee experience throughout the agent life cycle? Join HGS on Wednesday September 20^th at 12:30 pm during CRS Nashville to hear Akilah Hodge speak on Improving EX in a Remote Workforce.

The post From Burnout to Balance: Tips on How to Empower Employees to Thrive appeared first on Execs In The Know.