Should We Educate Agents on AI?

Artificial intelligence has been making waves in the contact center industry for a few years now, and for good reason. AI-powered chatbots and virtual assistants are changing customer service for the better, from how customers communicate with businesses to how businesses manage their workforces. As these technologies continue to evolve, do contact center agents need to be educated on them?

In today’s episode, Amelia talks with Sheila McGee-Smith, President & Principal Analyst at McGee-Smith Analytics, about whether or not contact center agents should be educated about AI. They will also discuss the value AI can bring to the contact center space, what lessons contact center agents can learn from top CX performers, and how AI can help them interact with customers.

Sheila McGee-Smith is a leading communications industry analyst and strategic consultant with a proven track record in new product development, competitive assessment, market research, and sales strategies for communications solutions and services. She founded McGee-Smith Analytics to offer enterprises and solution providers an expert and reliable source for information and analysis related to the contact center and customer experience markets. Her expertise has helped enterprises and solution providers develop strategies to meet the escalating demands of today’s consumer and business customers.

Enjoy!

In This Episode

00:46 - An overview of Sheila's role in the contact center industry

01:39 - What contact center agents can learn from top CX performers 

05:21 - The benefits of AI for contact center agents

08:00 - How AI and analytics prepare agents to interact with customers

09:40 - How agents perceive AI in the workplace

12:06 - How AI eliminates bottlenecks and frustrations in call centers

Favorite Quotes

07:20 + 11:10 + 10:58 - "That's the power of artificial intelligence for agents, that it helps them take more difficult calls. It allows them to do things they might not have been able to do before and to deliver better service. It's helping the agent do their job better." - Sheila McGee-Smith

10:42 - "Once we educate agents about what their role is, it's doing the people work and that when adding automation, we're doing that to take out the work that machines could do." - Sheila McGee-Smith

Engage with Sheila McGee-Smith
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Interactions Live 2022
McGee-Smith Analytics

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