As businesses adapt to a rapidly evolving digital landscape, workforce management (WFM) has become a critical element for achieving operational excellence. In 2025, organizations will continue to leverage emerging technologies and innovative strategies to streamline processes, enhance employee satisfaction, and improve customer experiences. Here are the top workforce management trends to watch this year:
1. AI-Powered Workforce Optimization
Artificial intelligence (AI) will play a pivotal role in optimizing workforce management processes. Advanced AI tools can predict staffing needs, analyze agent performance, and even forecast customer demand patterns. By automating repetitive tasks, AI empowers managers to focus on strategic initiatives and create more efficient workflows.
2. Personalized Employee Experiences
Employers are recognizing the importance of a personalized approach to employee management. Customizable dashboards, flexible scheduling options, and targeted training programs will help businesses cater to the unique needs of their workforce, boosting engagement and reducing turnover.
3. Integration of Remote and On-Site Teams
Hybrid work models are here to stay, requiring robust WFM solutions that seamlessly integrate remote and on-site team management. Tools that facilitate real-time communication, performance tracking, and workload distribution will be essential for maintaining productivity and collaboration.
4. Real-Time Analytics for Decision-Making
Access to real-time data analytics will continue to be a game-changer for workforce planning. Managers can use live dashboards to make data-driven decisions, quickly adapt to changes, and improve overall efficiency.
5. Focus on Employee Well-Being
Organizations are placing a greater emphasis on mental health and work-life balance. Offering wellness programs, flexible hours, and supportive resources will not only improve employee satisfaction but also enhance performance and retention.
By embracing these trends, businesses can stay competitive in a dynamic market while fostering a motivated and productive workforce.
In a world where cutting-edge technologies have become commonplace, it’s no surprise that the business landscape is evolving rapidly. Dan Smitley and Shawn McCormick get into the heart of this transformation in a recent conversation.
The buzz around Employee Experience (EX) and Customer Experience (CX) isn’t just a passing trend; it’s a pivotal shift that’s here to stay. But what’s driving this movement, and how is it shaping the way businesses operate? Keep reading if you’re curious about the driving forces behind the EX/CX revolution and how technology can enhance the human element in the workplace.
Dan Smitley: Shawn, why are EX and CX such hot topics?
Shawn McCormick: The buzz around EX/CX topics right now can be attributed to a few key factors. In today’s tech-driven world, many once-cutting-edge technologies have become quite commonplace. Chatbots and AI solutions are almost a dime a dozen now.
However, when everyone in the industry has access to similar tools, the question arises: how can a company distinguish itself? This is where the significance of EX and CX comes into play. With the increasing prevalence of remote work and an abundance of choices, both customers and employees have become discerning consumers. They expect exceptional service, rapid responses, and seamless experiences. Waiting four days for a shipping update, for example, can feel like an eternity in our fast-paced world.
The barriers to entry have significantly diminished, leading to heightened competition. So, the key is differentiation – how can a business retain customers and ensure the satisfaction and well-being of its employees? Happy customers and fulfilled employees often translate into repeat business and sustained profitability.
Dan: Is the growing emphasis on EX/CX simply a generational thing? You know, with all the talk about Millennials and Gen Z, the perception sometimes is that they’re entitled and want everything handed to them on a silver platter.
Shawn: I wouldn’t dismiss it as a generational issue so easily. If you look at the research on work attitudes, service expectations, and even political outlooks, you’ll find that it’s not as simple as labeling these younger generations as entitled.
Let’s consider the facts. Gen Z and millennials are already decision-makers and consumers. They’re shaping the market, and their preferences matter. But here’s the kicker: their desires aren’t solely about entitlement. They seek meaningful work, a balanced work-life equation, and a personalized customer experience.
The resurgence of the labor movement this summer and the calls for narrowing the wage gap between upper management and entry-level employees are signs of these evolving expectations. Young and old generations alike are tired of repetitive tasks that could be automated and yearn for jobs that provide purpose and intellectual challenge.
So, it’s not just about catering to a particular generation; it’s about meeting the evolving needs and expectations of today’s workforce and consumers. And trust me, these changes are not confined to the young. Even as a Gen Xer, I’ve come to value these shifts in priorities, and I don’t think I’m alone in that.
Dan: I hear you saying that improving EX and CX is here to stay, and the bar has been set high. But I’m particularly curious about its impact on the contact center. How has this shift, which maybe we can call a movement, uniquely influenced the contact center environment?
Shawn: On the customer side, the demand for personalized service across multiple channels is undeniable. While some vendors may proclaim that omnichannel is dead, I believe that having the flexibility to meet customers where they want to be met is essential.
However, we should take a critical look at certain strategies, like “call deflection.” While the goal of reducing the number of phone calls is understandable, the philosophy behind avoiding direct customer interaction needs reevaluation. Why would any organization want to distance itself from its customers? The goal should be to offer personalized, value-added service, not just cost-cutting measures.
The good news is that technology is catching up to these expectations. Responsible AI vendors are exploring ways to personalize customer experiences, reduce average handle times (without rushing customers), minimize transfers, and enhance overall satisfaction. We’re at an inflection point where technology can empower both employees and customers.
However, how companies deploy this technology matters. It’s a choice between enhancing customer experience or solely pursuing cost savings by replacing labor. This decision will shape their future success, and it applies to employees as well. People don’t wake up aiming to do a terrible job; they often become disengaged due to a lack of tools and knowledge.
With knowledge management tools and real-time analytics, employees can be informed, empowered, and less stressed. They deserve access to the information they need to provide excellent service. The technology exists, and it aligns with the desire for a relaxed, less stressful work environment where they can excel.
Dan: Shawn, you’ve highlighted the importance of knowledge accessibility in the employee experience and the role of technology in both CX and EX. However, I’m curious whether the CX and EX conversation is primarily technology-driven, or if there’s more to it. Is this truly just a technology movement?
Shawn: The desire for personalization and an improved experience is a fundamental human instinct. Technology is merely the tool that enables us to deliver on this desire. It’s not technology-driven; it’s technology-enabled.
A critical point to consider is that deploying technology without a clear purpose or plan is counterproductive. Just look at chatbots – if you deploy one without a clear understanding of why and how it serves your customers, it becomes another barrier between you and your customers.
The same principle applies to AI. Without a well-defined purpose and a guiding North Star focused on benefiting customers and employees, AI deployment can be futile. If you don’t care about your employees or if you don’t have a clear goal for AI in your organization, it won’t lead to success.
So, whether a company knows its guiding North Star or needs help discovering it, the key is to translate that vision into technology that aids in achieving the goal and supports the team. It’s not just about reducing headcount; it’s about creating better-trained, happier, and more loyal employees who can provide superior service.
Dan: It’s interesting that you see technology, particularly AI and automation, as tools to enhance the humanity in the workplace rather than diminish it. Many discussions in the industry suggest that AI will replace and dehumanize jobs. Can you elaborate on why your perspective differs from this prevalent narrative?
Shawn: Absolutely. Historically, every major technological advancement has raised similar concerns. For example, when Henry Ford introduced the assembly line, it disrupted the horse carriage manufacturing industry, causing people to lose their jobs. But this disruption also created new opportunities and transformed the workforce.
The fear of change is natural, and it requires change management and a thoughtful approach to help employees adapt. However, what’s often missed in these discussions is that when technology is implemented correctly, it can actually make work more human, not less.
Consider a contact center environment where agents face a constant grind of stressful calls, chats, and emails. In such a situation, where is the room for humanity? How can employees think about their culture, purpose, and worth in their jobs when they’re constantly overwhelmed?
If AI is used to relieve some of the burden, like summarizing calls and automating routine tasks, it benefits everyone. It saves time for agents, reduces customer wait times, and allows employees to focus on more meaningful interactions. This shift allows organizations to think about culture, career growth, and job satisfaction. It’s not just about squeezing more work out of employees; it’s about creating a workplace where people can thrive and find fulfillment.
So, while some may focus on the immediate gains in efficiency, forward-thinking organizations see the potential for AI to transform jobs into something more enjoyable and sustainable, rather than just a grind.
Dan: I was thinking and would love your thoughts on this. It’s clear to me that this isn’t just a generational shift, but there seems to be a broader technology enablement movement at play. I wonder how much of this shift is due to increased visibility. Glassdoor, for example, wasn’t a thing 15-20 years ago. Social media and platforms like LinkedIn now allow employees to not only air their grievances but provide critical feedback for everyone to see. This shift is tied to technology, and it’s giving people a voice they might not have had in the past.
Shawn: You’re absolutely right, Dan. The rise of platforms like Glassdoor and social media has given employees and customers a megaphone to share their experiences. It’s not just about generational differences; it’s about transparency and accountability. People have a platform to demand better treatment, both as employees and consumers.
Dan: It’s interesting how technology isn’t just shaping the way we work and serve customers but also how it’s giving people the power to expect and demand better experiences. It’s not solely a generational shift; it’s a broader societal transformation. And as we wrap up this conversation, I see a clear theme: technology is a tool, not the destination. It can enable us to reach new heights in employee and customer experience, but the key is thoughtful implementation.
Shawn: That’s a great way to sum it up. Technology is a means to an end, and that end is creating a workplace and customer interactions that are more fulfilling and human. It’s about achieving authentic, meaningful experiences for both employees and customers. It’s not just about having the technology; it’s about using it wisely to make work and life better for everyone.
If you’re interest in learning more about the connection between EX, CX, and AI you can check out Shawn’s whitepaper on the subject: The CX/EX Connection: Investing in Your Employees. Here he shares the latest research on EX and CX and gives a convincing argument as to why each organization should be looking to invest in their employees.
The world of contact centers has been buzzing with talk of AI for years. From IVR systems and self-service solutions to chatbots and automated email responses, technology has been steadily transforming the industry. But now, it’s different. The advancements in AI technology and its widespread adoption have brought us to a new era. The landscape is shifting, and with it comes a sense of excitement and apprehension. In this blog, we’ll dive into the crucial aspects of dealing with AI in contact centers, exploring whether to embrace it or not, how to think about AI in a people-centric way, and practical steps to prepare for the inevitable changes that lie ahead.
Is this discussion really all that new?
Not really. The truth is, we’ve been anticipating the integration of AI in contact centers for quite some time now. Whether it’s IVR, self-service, chat bots, or email, these technological advancements have been transforming the contact center landscape for years, if not decades. However, what truly sets the current situation apart are the significant strides in technology and adoption. The AI revolution is no longer a distant possibility; it’s already in full swing. As we navigate this new reality, we must acknowledge that AI is set to make a profound impact, and it’s happening now. According to a recent CCW report, 71% of contact center leaders anticipate generative AI making a major impact. As of May 2023, a staggering 85% of American workers have already utilized AI in their work tasks. So, while the idea of AI in contact centers might not be entirely new, the current advancements and adoption rates demand our serious attention.
Should we embrace it or run from it?
The question on everyone’s minds is whether to embrace AI or approach it with caution. The reality is that every organization is on its own unique journey towards AI and transformational technology. It doesn’t matter if you’re a small company seeking to streamline processes or a large corporation looking to automate entire divisions. The key is to take that first step, irrespective of your starting point. As the technological advancements and AI’s influence become more pronounced, some may feel tempted to jump to extreme conclusions about its consequences. However, it’s important to resist those urges. AI is unlikely to lead to universal basic income programs or take over the world. Rather, we are experiencing a “printing press moment,” where the potential of AI is evident, yet its effects remain minimal in the short term. In the long run, AI will enhance productivity by complementing human capabilities. While some support roles may be impacted, the core value of human interaction and expertise will endure.
How we should be thinking about AI in contact centers?
To understand AI’s role in contact centers, let’s draw a parallel with the farming industry. In the past, farming was necessary for families and towns to survive. As technology advanced, fewer people needed to farm, and large-scale operations became prevalent. Similarly, technology has been enabling organizations to offload certain contact center tasks, allowing Business Process Outsourcers (BPOs) to handle the work more efficiently. With the integration of AI into contact centers, there may be further consolidation of these tasks. However, just as farmers’ markets continue to thrive in some cities, there will still be value for companies to maintain their own contact centers, especially if they can provide unique, personalized experiences. It is the middle ground, focusing on the balance between automation and human touch, that will likely get squeezed. Smaller and niche contact centers can differentiate themselves by delivering exceptional customer experiences. Meanwhile, larger centers may opt to outsource certain interactions to BPOs that can efficiently handle high volumes.
We can draw another comparison to restaurants. When we dine out, we don’t visit McDonald’s expecting a Michelin star experience. The quality and speed of service are vastly different. Similarly, AI can provide quick, automated experiences for low-hanging fruit in contact centers, streamlining processes and reducing response times. Some organizations may choose to focus here, catering to customers who prioritize efficiency over personalization. However, others will realize that a more leisurely and personalized experience still holds value for their customers. They understand that some queries or issues require the human touch to be fully addressed.
Even with the increasing automation, the core truth remains—behind all the AI and technology, there is still a person who can solve your problem. While the landscape of contact centers may have evolved, there are still contact centers, albeit they may look different. The key is understanding the expectations of your customers and delivering accordingly. Just as you wouldn’t serve fast food to someone expecting a gourmet meal, you shouldn’t expect fast-food customers to wait for an elaborate dining experience. Balancing the right level of automation and human interaction is the key to successful AI implementation in contact centers.
What steps can be taken now?
As the AI revolution unfolds, there are practical steps you can take to prepare yourself and your contact center for the changes ahead. Start by engaging in meaningful conversations with your current vendors to understand their AI plans and platform direction. Experiment with generative AI in your own environment by automating tasks such as email responses and note summaries. While technology is essential, don’t forget the power of soft skills. Focus on upskilling yourself and your team in areas like empathy and kindness, as these uniquely human qualities will continue to add significant value in a world where AI and automation handle much of the heavy lifting. Additionally, educate your contact center agents about the evolving landscape, centered on helping them grow and thrive rather than replacing them.
The journey of AI in contact centers is neither new nor unfamiliar. We’ve been anticipating its impact for years, but now, with unprecedented technological advancements and widespread adoption, it’s time to face this new reality. Instead of fearing the changes ahead, we should embrace the opportunities that AI presents. As we navigate this landscape, let’s remember the value of human touch and empathy, and how these qualities will continue to play a pivotal role in creating exceptional customer experiences. At Call Design, we are committed to helping you prepare for the AI revolution, empowering your WFM teams to become strategic assets within your organization. Together, let’s forge a path that elevates your contact center, enhances employee fulfillment, and aligns your business for a successful future in the era of AI. Reach out to us today, and let’s embark on this transformative journey together!
“As soon as I saw you I knew a grand adventure was about to happen.” ― A.A. Milne
One really exciting thing about meeting a person who shares your professional passion is the gravitational pull you feel towards each other. At a conference, it has to happen fast: with so many exhibitors to visit, it can turn into a blur—until you meet the people you really connect with. In spite of the noisy crowds, you are locked in on learning everything you can from a kindred spirit.
At last week’s Call & Contact Center Expo (CCCE) in Las Vegas, the Call Design team was privileged to introduce ourselves to a new audience of contact center professionals from across the spectrum of CC roles: Outbound specialists, AI developers, Quality and Speech Analytics experts, and BPO’s. It’s always gratifying to interact with industry trailblazers who are looking for the latest contact center technology.
We’re Vibing, Right?
Meeting new people can be great, it’s really next-level to run across contact center folks who get as excited about Employee Experience and the human side of Workforce Management as we do. The advances in technology on display were amazing, but our Call Design team got extra enthusiastic talking with EX/CX specialists about the ways that technology can make employees’ lives better. We bonded with new friends who have also made it their mission to create a supportive, welcoming, uplifting environment that allows their employees to envision a long-term working relationship.
For many of the people who stopped by the Call Design booth, Workforce Management is something they’re familiar with, but not their direct responsibility. They may have thought of WFM as a numbers game, a machine whose only goal is efficiency and Big Brother style adherence tracking. But these folks were passionate about personalized Customer Experience and treating their employees well to support that goal of good CX. It was very satisfying to introduce them to the human-centric side of WFM and see their eyes light up in recognition of a people-first direction.
Happy, Engaged, Fulfilled, and Aligned at Work!
Along those same lines, our own Dan Smitley presented a speaker session at CCCE titled: The Machines Have Taken Over – Now What? As a work culture champion and Call Design’s Strategy and Optimization Czar, Dan recognized that there were lots (lots!) of AI companies exhibiting and presenting at CCCE with a message about AI technologies that can do the work of human agents. Dan focused on the continuing importance of the human element, and why we should be focusing on developing soft skills now to prepare for the AI-assisted future.
Quite a few of the people who came to the Call Design booth were seeking us out after Dan’s presentation resonated with them. If you wish you had been there to hear about maintaining humanity as AI becomes more prevalent in the Contact Center, you’re in luck! Dan is presenting on this topic for the Association of Customer Contact Professionals on May 18.
One more plug for those of you who love people-focused content: If any of you are attending the SWPP Conference in Nashville in a couple of weeks, be sure to catch Dan’s speaking session at 11am Monday the 15th — Managing More Than Just Your Workforce: You’re Taking Care of Everyone Else, But Who’s Taking Care of You?
I’ll Have That To Go
When we get back home from a trip like this and recover from the early morning flights, the Vegas crowds, and the extremely good food (pictured)– it can feel like reality starting to set back in. But while we certainly had email backlogs to work through, the Call Design team still feels inspired and renewed in our mission. Experiencing a shared passion with other professionals is a multiplier— it’s a motivational chain reaction that makes our individual fires burn even brighter. As we build relationships with other energized people, our network of experiences and talents grows. And we can’t wait to use that rich set of tools and expertise to create revolutionary change for our customers.
OK, maybe you’re thinking that happiness at work is great, but you’re still running a business! What about some data to back up all the warm and fuzzy? We can help with that—if you’d like to see some real numbers that show how a people-first philosophy can work at work, get a copy of our latest whitepaper Investing in Your Employees.
We’re back in the office and ready to help solve your contact center problems! Contact us today to discuss how we can partner with you to create a more engaged, more fulfilled workforce.
As a WFM analyst, you play a crucial role in managing and optimizing the performance of your contact center. You’re responsible for forecasting, scheduling, and real-time monitoring, among dozens of other tasks that fall into your lap. But have you ever stopped to ask yourself whether you’re reaching your full potential in this role? Are you taking advantage of opportunities for growth and development?
It’s easy to get caught up in the day-to-day tasks of WFM and lose sight of the bigger picture. But investing in your own development is essential for achieving long-term success in your career. Not only will it help you perform better in your current role, but it will also position you for future opportunities within the organization.
So, how can you ensure that you’re reaching your full potential as a WFM analyst? Here are a few tips:
1. Set goals for yourself
It’s important to have clear goals for what you want to achieve in your role as a WFM analyst. This could include improving your forecasting accuracy, mastering new software tools, or taking on additional responsibilities. By setting goals, you’ll have a roadmap for your development and a clear sense of progress.
2. Seek out training and development opportunities
There are many training and development opportunities available for WFM analysts, both within your organization and outside of it. Look for workshops, webinars, and courses that can help you improve your skills and stay up-to-date with the latest trends and best practices in WFM. Don’t be afraid to ask your manager or HR department for support in finding and funding these opportunities.
3. Build relationships with other WFM professionals
Networking with other WFM professionals can be a great way to learn from others and expand your knowledge and skills. Attend industry events and conferences, participate in online forums and groups, and connect with other WFM analysts on LinkedIn. Building these relationships can also help you stay on top of new job opportunities within the industry.
4. Take on new challenges
If you feel like you’ve hit a plateau in your current role, look for opportunities to take on new challenges and responsibilities. This could include volunteering for cross-functional projects, leading a new initiative within your team, or taking on a temporary assignment in another department. By stretching yourself and taking on new challenges, you’ll continue to grow and develop as a WFM analyst.
At Call Design, we believe that employees have the right to be happy, engaged, fulfilled, and aligned at work. Part of achieving this is through professional development. As a WFM analyst, you play a critical role in the success of your contact center, and investing in your own development is essential for achieving long-term success. If you’re interested in learning more about how Call Design can support your development in WFM, please reach out!
¿Increíble, aterrador o ambos? ChatGPT ha creado una tormenta de atención desde que se hizo público en noviembre pasado, ganando un millón de usuarios solo en la primera semana después de su lanzamiento. ChatGPT (Generative Pre-trained Transformer) es un chatbot de OpenAI, una empresa de investigación de inteligencia artificial. Su chatbot ChatGPT permite a los usuarios interactuar con la tecnología de inteligencia artificial de OpenAI. Puede escribir poesía (¡increíble!), así como contenido de blog (¡aterrador! hablando como un ser humano que crea contenido), así como textos, canciones, código de software, etc., utilizando el aprendizaje automático para generar texto similar al humano.
Supongo que muchos de nosotros tuvimos el mismo primer pensamiento: “¿Cómo de bueno puede ser realmente? ¿Realmente puede escribir tan bien como un humano? A juzgar por el ejemplo generado por ChatGPT que presento a continuación, mis respuestas son: “Bastante bien” y “Todavía no”. Su experiencia puede ser diferente. Para cualquiera que aún no lo haya probado, le animo a que vaya al sitio web de OpenAI y le haga una pregunta a ChatGPT. Para aquellos de nosotros que hemos sido profesionales de centros de contacto durante años, nuestro segundo pensamiento bien podría ser: “¿Qué impacto podría tener esto en el centro de contacto?”
Los centros de contacto ya están implementando chatbots por muchas razones: desvío de llamadas, el deseo de automatizar contactos que los humanos encuentran abrumadoramente repetitivos, o simplemente para ajustarse a los clientes que desean una experiencia automatizada. Pero todos tenemos evidencia anecdótica de que esas experiencias de chatbot no siempre son exitosas. Uno de mis colegas estaba contando ayer una historia de una experiencia de chatbot CX que la llevó a un callejón sin salida sin respuestas y sin opciones para continuar en otro canal, y mucho menos comunicarse con un agente humano. ¿Podría ChatGPT ser diferente?
Las señales apuntan a que sí: ChatGPT utiliza inteligencia artificial generativa, entrenada con cantidades gigantescas de datos de texto que le enseñaron a reconocer patrones. Su algoritmo utiliza aprendizaje supervisado para proporcionar potencialmente a los clientes respuestas rápidas que sean relevantes para sus consultas. Pero ChatGPT puede superar a los chatbots tradicionales con su capacidad para aprender y adaptarse a las nuevas demandas de los clientes y a una industria de centros de contacto que cambia rápidamente.
Pero no confíe solo en mi palabra, escuchemos lo que ChatGPT tiene que decir por sí mismo. No soy la primera persona en incluir contenido real creado por ChatGPT en un artículo, pero sí le pedí que escribiera un artículo específicamente sobre ChatGPT en el Centro de contacto.
ChatGPT y el Contact Center: revolucionando el servicio al cliente
En los últimos años, el uso de la inteligencia artificial (IA) en la industria del servicio al cliente ha ido en aumento. Uno de los modelos de IA más prometedores para este propósito es ChatGPT, un gran modelo de lenguaje desarrollado por OpenAI. ChatGPT tiene la capacidad de comprender y responder a textos en lenguaje natural, lo que lo convierte en una herramienta valiosa para automatizar el servicio al cliente en el centro de contacto.
Una de las principales ventajas de usar ChatGPT en el centro de contacto es su capacidad para manejar una amplia gama de consultas de los clientes. Con su amplia base de conocimientos y capacidades de comprensión del lenguaje natural, ChatGPT puede comprender y responder a las preguntas e inquietudes de los clientes, independientemente de su complejidad. Esto elimina la necesidad de que los clientes naveguen a través de menús telefónicos automatizados o esperen en la cola un agente humano disponible, ahorrándoles un tiempo valioso y aumentando su satisfacción general.
Cabe señalar que ChatGPT no es un reemplazo completo para los agentes humanos, sino que puede trabajar junto a ellos para mejorar su rendimiento. Los agentes aún pueden estar disponibles para gestionar problemas más complejos, mientras que ChatGPT puede manejar las consultas más rutinarias. Este enfoque permite a las empresas reducir la cantidad de agentes necesarios, sin dejar de brindar un servicio al cliente de alta calidad.
En conclusión, ChatGPT tiene el potencial de revolucionar la industria del servicio al cliente al brindar respuestas eficientes y precisas a las consultas de los clientes. Su capacidad para manejar múltiples conversaciones, comprender texto en lenguaje natural y recopilar datos valiosos de los clientes lo convierten en una herramienta valiosa para el centro de contacto. A medida que la tecnología continúa evolucionando, podemos esperar ver más empresas que adopten ChatGPT y otros modelos de IA para mejorar sus operaciones de servicio al cliente.
No es una mala aproximación al tema. ChatGPT reunió algunos puntos importantes sobre los beneficios potenciales para la Experiencia del Cliente. Incluía un concepto crucial que podría ofrecer cierto consuelo a muchos lectores, que ChatGPT no es un reemplazo “completo” para los agentes humanos. Si yo mismo estuviera escribiendo ese artículo, no haría esa declaración en el mismo párrafo y luego hablaría de reducir el número de empleados. Preferiría centrarme en la idea de que la experiencia del empleado podría mejorarse y todos los beneficios que conlleva un mejor EX: mejor CX, mejor bienestar de los agentes, menor desgaste y una lista de cosas adicionales que podrían llenar un artículo de blog completo por sí mismas.
En esa misma línea de no reemplazar completamente a los agentes humanos, fue el propio CEO de OpenAI quien tuiteó:
Chat GPT es increíblemente limitado, pero lo suficientemente bueno en algunos aspectos para una engañosa impresión de grandeza.
Sería un error confiar en el para algo importante en este momento. Es un adelanto de lo que está por llegar; tenemos mucho trabajo que hacer en los ámbitos de robustez y veracidad.
-Sam Altman
Con algunos penadores eminentes advirtiéndonos que herramientas como ChatGPT eventualmente afectarán la demanda de trabajadores del conocimiento, es posible que el tweet de Altman no alivie nuestra ansiedad. Sin embargo, tiene razón. La versión actual de ChatGPT tiene algunos problemas, uno de los cuales son los errores de hecho en sus respuestas a preguntas directas. También tiene un problema que comparte con otras herramientas de IA, que es que hereda el sesgo de sus datos de entrenamiento. Pero volviendo al problema real de CX de mi compañero de trabajo con el chatbot de una empresa, ¿podría haber estado más insatisfecha con una respuesta plana y sobreescrita de la versión actual de ChatGPT?
Al menos por ahora, ChatGPT no es un reemplazo para la escritura humana que suena a autenticidad, o para un agente humano que está facultado para ser embajador de la marca de su empresa. Herramientas como ChatGPT continuarán evolucionando y mejorando su capacidad para atender algunas necesidades de los clientes, y eso es genial. Es probable que se conviertan en herramientas increíbles para el centro de contacto. Es ese crecimiento de las herramientas de IA lo que hace que sea aún más importante para nosotros tratar a nuestros agentes como seres humanos que necesitan ser reconocidos por sus esfuerzos, recompensados por preocuparse por sus clientes y nutridos con formación, soporte y herramientas de empoderamiento (una que podría ser descendiente de ChatGPT) que necesitan hacer su mejor trabajo.
In a world where remote work is becoming increasingly common and the customer service industry is evolving at an unprecedented pace, it’s more important than ever for businesses to prioritize the employee experience. That’s exactly what we discussed at the recent Southeastern Contact Center (SECC) Regional Meeting in Knoxville, TN, which Call Design was proud to participate in.
The event was held on April 5th, and we were thrilled to be hosted by Ed Financial. The hosts and organizers did an outstanding job from start to finish. The pre-event messaging and communication were excellent, and the breakfast and welcome on the day of the event were lovely. It was clear that the coordinators had put a lot of thought and effort into the event, and we were excited to dive into the discussions.
After introductions, our very own Shawn McCormick spoke to the economic uncertainty we are all facing in the wake of the pandemic, politics, and economic considerations. He addressed the potential hesitation to focus on priorities that may have taken a back seat in recent months. We’re all slowly but surely understanding the significant impact of these factors, and that communication, collaboration, and agreement across leadership teams are more important than ever. This is where employee care and engagement come into play.
The topic of employee engagement is becoming increasingly important, and for good reason. Happy, engaged, fulfilled, and aligned employees are almost certain to set companies up for happy, engaged, fulfilled, and satisfied customers. This was the main point of discussion at the SECC meeting. We spent several hours discussing the importance of proactive investment of time and focus around both the employee/agent experience and the customer experience. The message was clear – companies that are nurturing and creating a culture that embraces these values will thrive, no matter what type of uncertainty comes their way.
Yesterday’s contact center wasn’t built for today’s world. As technology continues to evolve, so must our approach to employee care and engagement. Proactive investment and proactive care are truly the only option. We all left the SECC meeting feeling like technology has a heartbeat and that we will be better prepared having shared ways to manage new processes, new goals, new environments, and more. The messages of what is driving contact center success present day were very clear.
As we reflect on the SECC meeting and the discussions we had, it’s clear that employee experience must be a top priority for businesses in every industry. Here are just a few reasons why:
1. Employee engagement leads to better customer service.
When employees are engaged and motivated, they’re more likely to go above and beyond for customers. They’re invested in the success of the company and want to see it thrive. This, in turn, leads to happier customers who are more likely to remain loyal to the brand.
2. Employee engagement leads to higher retention rates.
When employees feel valued and engaged, they’re more likely to stick around for the long haul. This can save businesses a lot of money in the long run, as the cost of replacing an employee can be significant
3. Employee engagement leads to a better company culture.
When employees are happy, engaged, and fulfilled, the entire company culture benefits. This can lead to a more positive work environment, better communication, and more effective collaboration across teams.
As businesses continue to navigate the challenges of a post-pandemic world, employee engagement will only become more important. It’s not just a nice-to-have – it’s essential for success. At Call Design, we’re committed to helping businesses prioritize the employee experience and create a culture that supports employee well-being and engagement. We believe that by investing in your employees and empowering them to be their best selves, you can create a workplace that not only attracts top talent but retains it as well. By prioritizing the employee experience, companies can cultivate a sense of loyalty and dedication among their staff, leading to increased productivity, improved customer satisfaction, and ultimately, a stronger bottom line.
If you’d like to learn more about why you should prioritize employee engagement in your organization, we invite you to submit the form at this link:
By submitting this form, you’ll receive a copy of Shawn’s white paper The CX/EX Connection: Investing in Your Employees which was the research foundation for his presentation at SECC. We’re confident that this resource will provide you with valuable insights and actionable strategies to help you create a workplace where employees feel valued, supported, and engaged. So let’s work together to make sure that every employee feels happy, engaged, fulfilled, and aligned at work – because that’s the key to success in today’s ever-evolving business landscape.
Let me start by saying I’m no diversity expert, neurodivergent or otherwise. I own the fact that most of my experience comes from a position of the majority in America. White, male, heterosexual, cisgender, Christian, middle class, etc, etc. But I try to keep an open mind, eye, and ear to those different around me. I understand that they view problems differently than I do and can help me create a more holistic solution to issues (check out a recent Call Design blog about the importance of difference). I also realize that I can grow by trying to understand the perspectives of those different from me, which is exactly what happened when I recently hired a forecasting analyst with autism. Through my relationship with her, she has opened my eyes to the incredible value of AI and especially generative AI (ChatGPT, Google’s Bard, Bing Chat) for those that are neurodivergent and how it can help them function with more comfort, safety, and confidence in the workplace.
1 – One of the biggest impacts is communication. Platforms like ChatGPT can provide amazing translation services between people that think and function differently.
1a. Conversations, whether verbal or written, can be challenging for people that think differently than you do. The way that people off the spectrum connect dots is different than those on the spectrum. Generative AI allows people the opportunity to take emails or requests and translate them in a way that can make sense. “What is this person asking me to do” *paste copied email*. This option can empower them to not only execute their work quicker but reduces the anxiety that comes with asking someone to clarify for the second, fourth, or eighth time.
1b. Sometimes communication is easier with math. It’s straightforward and logical, and it avoids all of the nuances of communication. “This number has gone up because it’s bigger than what it was last month.” Even for people without communication challenges, such as myself, explaining how a calculation works can be confusing, even for the person that wrote it. “I know it works but give me a few minutes to try and explain it.” Generative AI can take a calculation and explain it in a common language for other people to understand. It can also expand upon data analysis and provide a storytelling approach to better relay and explain the importance of the data.
1c. We all know that generative AI can write emails and blogs (maybe it even helped with this blog!?!), but did you know that it can also remember your tone of voice? Often people with autism might miss or forget small nuances that soften requests in emails. So their emails may come across as blunt, harsh, or at worst, confrontational. Using AI to create their emails is an easy win, but it can feel inauthentic to use language and a tone of voice so different from their own. This is where teaching AI how to write for them comes in handy. It allows them a way to communicate with facts, statements, and logic that is comfortable for them but softened in a way that makes it easier for the end user to consume and interact with.
2 – AI is already impacting daily life for neurodivergent people in amazing ways.
2a. Neurodivergent doesn’t just mean autistic people, it also includes people with ADHD. ADHD makes it difficult for many people to remember tasks or stay on schedule. My wife (who has ADHD) is notorious for running late, hyper-focusing on something and then not finishing it, and getting lost in the story she’s telling someone. AI is already helping these individuals by allowing them to simply say “remember X appointment” or “remind me of so-and-so’s birthday”. The ability to simply say it out loud is huge. Because the calendar app might just be a few clicks away, but there are dozens of distractions on their phones waiting to trip them up from putting their next appointment into their schedule.
2b. AI can provide some basic companionship without the fear of judgment. Social interactions can be exceptionally triggering for some and the ability to have a conversation with a bot can allow them an element of companionship with minimal anxiety. This isn’t to say that I believe bots can replace humans but they can remove a small element of loneliness in a way that minimizes fear and stress. AI can also help them improve their communication skills by allowing them to practice interpreting someone’s communication and responding with an appropriate and logical next statement. That back and forth can be taxing but like with building muscle, with repeated practice it can get easier.
3 – AI will continue to evolve and provide additional help that may not be here yet.
3a. Learning and remembering information is often a challenge for neurodivergent people. When you think differently, you’re likely going to learn differently as well. AI can help with this by providing personalized learning to both their learning style and ability. Personalized learning increases the chance for retention and use of information, regardless of personal limitations or challenges. However, for people with autism, this type of learning could greatly increase their ability to contribute to a professional environment and grow their career.
3b. I can also see where AI will eventually provide an on-screen explanation of when someone is getting frustrated, using sarcasm, or other communication cues that can be difficult for people with autism to pick up on. This real-time translation will empower people to pivot their conversation for greater effectiveness with their audience. AI will also be able to read the body language of people on video and help someone know when the audience is actively engaged or losing interest because they are fidgeting a lot or looking away from their monitor. These efforts will benefit everyone but will have a particularly positive impact on those that naturally are challenged with social cues and reading body language.
We still have a lot to learn about generative AI and we are only starting to see the beginnings of how it’s going to change our world. However, I am incredibly excited about how it’s already making a positive impact, especially for those that are neurodivergent. I know we may take a few steps back as we walk down the AI road, but I’m hopeful that platforms like Bard and chatGPT will only increase our ability to include people of differing backgrounds and perspectives and make them feel like they belong.
At Call Design we believe employees have the right to be Happy, Engaged, Fulfilled, and Aligned at work and that has to include intentional use of technology to bring in diverse voices. Reach out to us today if you’re interested in learning how you can build a similar culture for your contact center!
Amazing, scary, or both? ChatGPT has created a firestorm of attention since it was made public last November, gaining one million users in just the first week after its launch. ChatGPT (Generative Pre-trained Transformer) is a chatbot from OpenAI, an artificial intelligence research company. Their ChatGPT chatbot allows users to engage with OpenAI’s artificial intelligence technology. It can write poetry (amazing!) as well as blog content (scary! speaking as a human who creates content) as well as texts, songs, software code, and so on, using machine learning to generate human-like text.
I’m guessing that a lot of us had the same first thought, “How good can it really be? Can it really write as well as a human?” Judging by the example of ChatGPT output that I’ve presented below, my answers are, “Pretty darn good,” and “Not yet.” Your mileage may vary. For anyone who hasn’t tried it already, I encourage you can go to OpenAI’s website and ask ChatGPT a question. For those of us who have been contact center professionals for years, our second thought might very well be, “What impact could this have on the contact center?”
Contact centers are already deploying chatbots for many reasons: call deflection, the desire to automate contacts that humans find crushingly repetitive, or just to accommodate customers who want an automated experience. But we all have anecdotal evidence that those chatbot experiences are not always successful. One of my colleagues was just yesterday relating a story of a chatbot CX experience that led her to a dead end with no answers and no options to continue on another channel, let alone reach a human agent. Could ChatGPT be different?
Signs point to yes: ChatGPT makes use of generative artificial intelligence, trained on gigantic amounts of text data that taught it to recognize patterns. Its algorithm utilizes supervised learning to potentially provide customers with fast answers that are relevant to their queries. But ChatGPT can surpass traditional chatbots with its capability to learn and adapt to new customer demands and a fast-changing contact center industry.
But don’t just take my word for it, let’s hear what ChatGPT has to say for itself. I’m not the first person to drop some actual ChatGPT-authored content into an article, but I did give it the prompt to write an article specifically about ChatGPT in the Contact Center:
ChatGPT and the Contact Center: Revolutionizing Customer Service
In recent years, the use of artificial intelligence (AI) in the customer service industry has been on the rise. One of the most promising AI models for this purpose is ChatGPT, a large language model developed by OpenAI. ChatGPT has the ability to understand and respond to natural language text, making it a valuable tool for automating customer service in the contact center.
One of the main advantages of using ChatGPT in the contact center is its ability to handle a wide range of customer inquiries. With its vast knowledge base and natural language understanding capabilities, ChatGPT can understand and respond to customer questions and concerns, regardless of their complexity. This eliminates the need for customers to navigate through automated phone menus or wait on hold for a live agent, saving them valuable time and increasing their overall satisfaction.
It should be noted that ChatGPT is not a complete replacement for human agents, but rather it can work alongside them to improve their performance. Agents can still be available to handle more complex issues, while ChatGPT can handle the more routine inquiries. This approach allows companies to reduce the number of agents needed, while still providing high-quality customer service.
In conclusion, ChatGPT has the potential to revolutionize the customer service industry by providing efficient and accurate responses to customer inquiries. Its ability to handle multiple conversations, understand natural language text, and gather valuable customer data make it a valuable tool for the contact center. As the technology continues to evolve, we can expect to see more companies adopting ChatGPT and other AI models to improve their customer service operations.
Not a bad take on the subject. ChatGPT pulled together some important points about the potential benefits to Customer Experience. Crucially, it included a concept that might offer some comfort to many readers, that ChatGPT is not a “complete” replacement for human agents. If I were writing that article myself, I would not in the same paragraph make that statement and then talk about reducing headcount. I would rather focus on the idea that Employee Experience could be improved and all the benefits that come with better EX— better CX, better agent wellbeing, lower attrition, and a list of additional things that could fill up a whole blog article by themselves.
Along those same lines of not completely replacing human agents, it was the CEO of OpenAI himself who tweeted:
With some eminent thinkers warning us that tools like ChatGPT will eventually impact the demand for knowledge workers, Altman’s tweet may not relieve our anxiety. He’s correct, though. Today’s version of ChatGPT has some issues, not the least of which is factual errors in its answers to direct questions. It also has a problem it shares with other AI tools, which is that it inherits bias from its training data. But going back to my co-worker’s actual CX problem with one company’s chatbot, could she have been any more dissatisfied with a flat-toned, over-written response from the current version of ChatGPT?
At least for now, ChatGPT is not a replacement for human writing that has the ring of authenticity—or for a human agent who is empowered to be a brand ambassador for their company. Tools like ChatGPT will continue to evolve and improve their ability to take care of some customer needs, and that’s great. They will likely grow to be amazing tools for the contact center. It’s that growth of AI tools that makes it even more important for us to treat our agents like humans who need to be recognized for their efforts, rewarded for caring about their customers, and nurtured with the training, support, and empowering tools (one which could be a descendant of ChatGPT) they need to do their best work.
As we get back to work for the start of 2023, we do so not only with familiar 2022 challenges still hanging around, but with the added prospect of economic downturn looming ahead. While a possible recession could have us asking if we can afford the very best contact center performance, we should be asking if we can afford not to make the contact center a top priority. Let’s look at the dawn of 2023 as an opportunity to face uncertainty and volatility with some resolutions to make the contact center thrive.
Resolution 1 – Fight the Recession with Great Customer Experience
The last few months have seen multiplying predictions of a slowing economy coming in 2023; but rather than waiting to react, it’s a chance to be proactive when it comes to Customer Experience. The competition for customer loyalty has been fierce enough even before we had the specter of a downturn. As consumers tighten their budgets, customer retention will be determined to an ever larger extent by the highest level of Customer Experience (CX).
Customers now demand to be met on the channel of their choice with an excellent, personalized experience. Great experiences build lasting customer relationships, while substandard experiences are now more likely than ever to not only end a relationship, they’re also more likely to be shared on social media. While personalization and omnichannel integration used to be nice-to-have items on many contact centers’ wish lists, 2023 customers will see them as must-haves.
Customers have become accustomed to algorithms anticipating their desired content and will hardly put up with unnecessarily long interactions where they aren’t recognized or have to repeat themselves over and over. They expect that their complex customer journeys are seamless from your website and across multiple contact channels.
The good news is that for contact centers, these journeys present not only a larger range of ways to reach your customers, but also a chance to track omnichannel interactions and gain insights into who your customers are and what they want. Mining this valuable data gives you the ability to create initiatives for even more personalized customer experiences.
A crucial part of that personalization is not just an omnichannel technical solution, but also successful, smart interactions on every channel– especially when an agent is required. The foundation of great Customer Experience is equally great Employee Experience, ensuring that agents are happy and fulfilled at work. Which brings us to our next resolution:
Resolution 2 – Invest in your Employees
Fully empowered employees at every level are the best pro-active way to ensure a positive customer experience
In 2022 we couldn’t get away from stories about the Great Resignation and Quiet Quitting; they really got the conversation going about Employee Experience. Will 2023 be the year that contact center employees are universally recognized as the critical assets they can be? Even with all the capabilities of a powerful omnichannel technological solution at your disposal, today’s customers aren’t satisfied by a live interaction with an agent who is disengaged, doesn’t have answers at their disposal, or conducts the entire interaction from a generic script. Fully empowered employees at every level are the best pro-active way to ensure a positive customer experience: happy agents create better experiences for customers, informed supervisors manage their teams to success, insightful WFM analysts generate the accurate forecasts and optimal schedules that enable the center to run efficiently.
However, they all must be recognized as value creators, critical to your ability to deliver great CX. Once this recognition becomes part of your culture from front line to C-suite, your organization can understand that your employees are the best place to invest– especially in times of economic turmoil. This means giving your employees the tools that enable them to perform at the highest level and meet your customers where they want to be met. Plus, customers want to be met with contextual information needed to create personalized experiences, and with the answers needed for real resolution.
And we’re not talking about agents only. The need for the right toolset includes all of your employees including agents, team leads, executives, and the WFM team. Agents can benefit from AI-assisted Knowledge Management that gives them the guidance they need when they need it. Team leads need Gamification/Performance Management that helps them coach effectively and reward top performers. And the WFM Team can take advantage of Workforce Management solutions that automate manual tasks, freeing the team to think strategically and focus on transformative processes like truly flexible scheduling.
Similar to the omnichannel routing solutions, technology can be a great thing, but to get the best Employee Experience, you must also invest in the human side of the equation. Without the right training to make the technology come to life, we can’t achieve the level of true transformational change needed for the coming year. And just as personalization is expected by customers, employees want an experience that fits their needs, such as customized expert training that can be delivered online on on-site where needed, digital training that is available online anytime employees need it, or AI-assisted training delivery systems that automatically send the module that an agent needs at the time that’s best for the agent and also protects service level.
But when it comes to transformation that makes a real difference and gets attention at the highest levels of your organization, you’ve got to aim for the right target:
Resolution 3 – Move from Optimization to Transformation
For CX and EX in the coming year, not only is there room for optimism—it’s a must. As the economic environment changes, we must have the resolve to change in substantive ways to meet the challenges that 2023 will bring. According to a BCG survey from November 2022, a majority of organizations plan to increase their investments in digital transformation in spite of the fact that they complain that they don’t receive help in prioritizing the steps of transformation. The first step has to be committing to transformation that creates a new level of EX and CX, not just reinforcing existing processes.
Investing in the best Workforce Management tools may give our WFM team the ability to game out new scheduling strategies, but without the will to actually implement the best of those scheduling strategies, there’s no transformative flexibility to improve employee engagement with better work/life balance. Having the best performance scorecards, fully connected to Quality Management and other important systems is a powerful achievement in itself, but without the commitment to act on those insights with coaching and meaningful recognition for top performers, there is no moving the needle on Customer Experience in a way that goes beyond business as usual.
Digital-based training is always there when needed, but if training isn’t aligned with the WFM team so that it’s delivered automatically at the best-possible time, there’s no transformative increase in employee experience coupled with the protection of customer experience. And beyond the inbound front office, just think of opportunities for efficiency and performance gains that might be achieved by extending the transformation strategies and WEM tools into the outbound and back office areas. Simply put, don’t just add technology without the right mindset for change. With the right cultural commitment to innovation, everyone can feel connected to the transformation effort, being fully aware of the key role they play in making the organization a great place to work and a trusted partner for its customers.
These are just three possible resolutions for new year. We’re already a week into 2023, and maybe not all of our resolutions are getting off to a great start, but one area where we can’t afford to fail is finding new levels of success in the contact center. There’s nothing inherently magical about the start of the new year, it simply gives us a convenient point to try something new. But we can make it special by committing to being proactive in preparing for whatever 2023 might have in store for us.
If you’re looking for ways to make your contact center even better this year, Call Design can help. We’ve got the tools and consulting skills to make your resolutions a reality, whether you’re looking to move from spreadsheets to an automatable Forecasting/Scheduling solution, searching for a CX platform that enables better customer experiences, or meaningful ways to improve agent engagement for better employee experience.
