2024 JANUARY CCW MARKET STUDY | Future of Contact Center Employees
10
CUSTOMER
CONTACT WEEK
DIGITAL
www.customercontactweekdigital.com |
Although they have not yet reached a consensus on
whether AI will definitely lead to meaningful job loss, the
majority of contact center leaders accept that it will at least
meaningfully transform the role of the agent.
As AI solutions help brands automate traditional contact
center tasks, agents will pivot to more challenging, less
predictable work. This pivot may entail focusing on
more complicated customer interactions, taking on more
analytical tasks, or moving outside the contact center. The
point, however, is that transformation appears inevitable.
And if the role of the agent is changing, so too will the
associated workflows, competencies, coaching strategies,
and career trajectories.
Are Agents Ready (and Eager) For The New AI-Driven Normal?
DO AGENTS ACTUALLY WANT
“COMPLEX” WORK?
“AI will automate simple issues so that agents can focus
on complex ones” has historically been presented as an
employee-centric notion. The argument was that because
agents dislike performing rote tasks and addressing
repetitive customer inquiries, they would be much happier
handling more difficult and complex interactions.
Many contact center leaders still subscribe to this mindset,
albeit with a caveat in some cases. Whereas 49% believe
their agents are already eager to take on more complex
work, 40% feel that willingness is conditional upon
receiving better compensation and/or career opportunities.