You know the feeling when your eyes start glazing over at work? And the clock seems to be moving at a snail’s pace. You’re thinking more about what to cook for dinner than the email you need to draft. Despite your growing to-do list, you have zero motivation to tackle it. This is what we call disengagement.
While some disengagement in your job is inevitable now and then, chronic employee disengagement can quickly become a toxic virus, harming productivity, morale, and customer satisfaction. Oof.
To put it more plainly, there’s a direct link between your team’s engagement and your customer satisfaction. Your product may be amazing. Your processes and policies can be pristine. But if employees are checked out, your customers receive worse service and may leave as a result.
Gallup reports time and time again that improving employee engagement is key to improving customer satisfaction. In one report, they found that highly engaged businesses have a 10% difference in customer ratings and an 18% difference in sales. Now that’s a competitive edge!
So, how can you start improving your engagement (and your customer satisfaction)? The answer lies in your tools. Let me introduce you to the AI based call center. 
What is an AI Based Call Center?
An AI based call center adds artificial intelligence technology to call center operations to improve productivity and support agents. The potential is amazing when you add AI to your call center.
So, how does it work?
Generative AI, machine learning (ML), and natural language processing (NLP) tools lighten agent workloads and offer 24/7 customer support. Workflow automation (WFA) frees agents to work faster and smarter. Intelligent call routing supports direct customer service and lets agents use their strengths. Advanced analytics provide rich insights into customer needs, future trends, and performance. The list goes on and on.
An AI based call center can enhance the employee and customer experience. Let’s explore how.
Check out our guide to seamlessly adding AI and automation in your call center.
How an AI Based Call Center Boosts Employee Engagement
Reduce Repetitive Tasks
AI and automation handle routine tasks, like answering simple questions, entering data, and triaging requests. By putting basic tasks aside, agents have time to focus on more complex, high-value tasks.
The Impact
With fewer tedious tasks, agents can handle more meaningful work that allows them to use their skills. It’s simple: doing engaging work leads to more engagement and higher job satisfaction.
Enhance Training and Support
Nearly 70% of employees say they don’t have the skills they need to become experts at their jobs. That’s a problem. Call centers need to provide consistent training and coaching to empower agents to learn new skills.
Using AI-driven training programs and AI assistants, you can enhance training and real-time support. These tools can connect employees to helpful resources, use analytics to point out areas of growth, provide tips, and teach new skills.
The Impact
When employees develop new skills, they become more competent, confident, and engaged in their work.
Create Better Work-Life Balance
With an AI based call center, you ensure your employees aren’t overwhelmed. AI-powered workforce management tools like demand forecasting and performance tracking help managers optimize schedules and distribute workloads. With the right level of work and clear goals, you’re never over or understaffed, which means you can provide optimal support.
The Impact
Picture a world where your agents are never swamped with work. But they’re also not sitting around in total boredom either. With WFM, you can reduce burnout and encourage a healthier work-life balance and higher job satisfaction.
Provide Real-Time Performance Feedback
While a personal coach would do wonders for your agents, you can’t be in multiple places at once (I wish!). But with AI, you can give agents instant feedback and performance analysis, helping them understand their strengths and areas of improvement. It’s not exactly like having a personal coach, but it’s pretty close.
The Impact
It’s motivating to know how you measure up on your team. Providing clear and continuous feedback fosters growth, a sense of achievement, and healthy competition. When your agents can improve over time, they’ll feel more engaged in their daily work.
Better Decision-Making
AI can provide agents with real-time data and insights using tools like sentiment analysis, predictive analytics, and speech and text analysis. These tools turn customer data into digestible insights that empower agents to adjust their tactics and make informed decisions.
The Impact
Access to this kind of valuable data boosts employees’ confidence and sense of control over their work, leading to higher engagement.
Discover the five types of contact center analytics you should be tracking.
How an AI Based Call Center Boosts Customer Satisfaction
Faster Response Times
AI based call centers use tools like intelligent routing, IVAs, and chatbots. These tools drive efficiency, reduce wait times by routing calls to the best-fit agent, and expand self-service options using AI-powered support.
The Impact
Customers hate waiting. In fact, 52% say they’ll take their business elsewhere if they have to wait more than 10 minutes. AI helps customers get help faster. These tools ensure issues are resolved promptly, boosting customer satisfaction.
Personalized Interactions
AI can analyze large amounts of customer data to generate customer experience insights. These insights can be used to tailor interactions based on individual preferences and past behaviors, creating personalized experiences.
The Impact
According to Accenture, 91% of consumers are more likely to shop with brands that remember them and send relevant offers. AI supports personalization to make customers feel valued and understood. This fosters customer loyalty and satisfaction.
Higher Service Quality
Humans make mistakes. But an AI based call center ensures consistent service quality. By standardizing responses and handling calls in a consistent way, agents can deliver error-free, high-quality service every day.
The Impact
Customers reward consistency. They want to know that they can contact you and get the same level of service each time. This reliability builds trust, boosts satisfaction, and, over time, ensures loyalty.
Proactive Problem Solving
Call centers are like your company’s firefighters. They have to be prepared at all times for disaster to strike. But how can you predict the future? AI tools can analyze patterns and trends to predict issues before they happen. Then either AI or a human agent can address the issue and avoid an escalation. Talk about being proactive!
The Impact
When you’re prepared to solve problems, you can jump ahead of them, ensuring fast and efficient resolutions. Proactivity ultimately prevents customer dissatisfaction and enhances the customer experience.
