When combined with the latest Workforce Engagement Management (WEM) solutions, chatbots have the power to improve workforce flexibility, employee satisfaction and the customer experience all in one go. Reports indicate their influence is set to continue especially among the younger generation. Most recently, Calabrio surveyed over 250 contact center agents and discovered that more agents aged 30-44 years think chatbots will have a greater impact on their job than they did in 2017 (22% versus 10% respectively). They are also more likely to believe chatbots will have a greater degree of impact than agents aged 45-49 (10%).
However, like all technological advances, effective chatbot implementations depend on a thoughtful approach that blends the needs of the organization with those of the customer.
Here is a six-point plan to getting started:
Then, there’s intraday automation. By monitoring service levels, these bots offer advisors opportunities to change their breaks, helping to better meet incoming demand. The result is increased operational efficiency, empowered employees and improved work-life balance.
Learn more in our latest Health of the Contact Center 2021 report: Agent Wellbeing & the Great Resignation.