How Contact Centers can Improve Operations Utilizing AI?

Call centers will need to use artificial intelligence, which takes care of real-time data, to keep ahead of unexpected situations and have smooth customer interactions as we step into 2021.

Fremont, CA: Call centers have to deal with unforeseen situations all the time, but 2020 has brought it to a whole new stage. Centers have been forced to deal with the pandemic's many consequences, such as remote job shifts and required organizational adjustments, all while juggling shifting agent and customer habits.

Call centers will need to use artificial intelligence, which takes care of real-time data, to keep ahead of unexpected situations and have smooth customer interactions as we step into 2021.

Companies must switch to AI-powered technology to optimize their operations as call center requirements change on a regular basis.

Macro & Micro Events can Drastically Impact Call Center Operations

Workforce planning is a science and an art. Workforce managers use historical call center data to produce predictions and schedules, then add the art of practice to fine-tune and optimize their plans. Nonetheless, a number of situations may have unforeseeable negative effects for call centers.

Call centers are forced to pivot their activities on a dime as a result of macro events unique to various industries. In the case of infrastructure, this may be an unanticipated extreme weather occurrence, such as a winter storm or tornado, which would result in power outages and increased volume.

Seasonal activities such as open enrollment in healthcare or the holidays in retail result in the increase in volume, necessitating optimal staffing decisions.

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New product launches in the telecommunications sector will result in unexpected changes in customer behavior. Although workforce managers are familiar with the intricacies of their sector and middle, planning is just as good as the historical data it relies on.

Micro events like a billing statement mistake or a website typo may cause sudden call volume spikes, creating chaos on an otherwise well-planned day.

Agents can learn about promotions from customers if a highly successful marketing campaign is initiated without informing the contact center, leaving them unprepared and unable to assist effectively.

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