Management consulting firm Marketsandmarkets estimates that, in 2022, the global call center AI market was worth $1.6 billion. By 2027, it’s expected to exceed $4 billion.
Economics proves that AI will evolve from call center luxury to necessity, but emotional intelligence proves that rapid adaptation can be really difficult. Today, we’re reaching out to call center supervisors to distill a tech revolution into the three biggest ways to improve.
Management consulting firm Marketsandmarkets estimates that in 2022, the global call center AI market was worth $1.6 billion. By 2027, it’s expected to exceed $4 billion.
Call Center Supervisors, Listen Up
Here are three ways you can master AI in the next three years.
1. Drive Data in Decision-Making
While it’s useful to know that the industry at-large is expanding, it’s more useful to understand how to harness growth for your call center. Call center supervisors can access specific datasets by training AI models to track metrics such as average handle time (AHT), call volume and first-call resolution (FCR). From there, informed decision-making is a cinch.
2. Enhance Customer Experience
Statista reports that, in 2023, the majority of American contact center workers thought artificial intelligence improved customer service. However, there’s still pushback: Worldmetrics reports that 67% of customers have hung up out of frustration when they couldn’t speak to a real representative.
Supervisors can transform implementation to mastery by blending artificial intelligence with human intelligence. Only when live agents activate the latent power of AI will customers feel a balance of automation and interaction.
3. Create a Culture of Collaboration
Worldmetrics also reports that call center employees are stressed. Even under normal conditions, call center work is ranked as one of the most stressful occupations in the U.S. As AI revolutionizes the industry, that phenomenal stress will ratchet even higher.
To avoid burnout and foster connection, call center supervisors must assist agents in viewing AI as an assistant rather than a competitor. Gather employee feedback on AI tools, progress with care and celebrate the human successes that come with artificial intelligence.
The AnswerNet Advantage
AnswerNet’s grown to 10,000+ clients and 125 million+ annual interactions because we make our advantage apparent. We’ve read the reports, established the infrastructure and optimized the technology to deliver some of the most accessible analyses of call center AI available today.
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