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Digital Workforce Optimization: Evolving the Live-Agent Model Using Intelligent Virtual Agents

Cover for the digital workforce optimization toolkit.

Published: May 18, 2021

Pages: 18

Sponsor: ICMI Logo

It is critical for contact centers to continue to look at new technologies, such as AI, to continue to meet customers' heightened expectations. They must also ensure a smooth implementation of these revolutionary technologies as they build their digital teams. In this toolkit, we’ll present practical guidance for making the transition.

Call centers have evolved into contact centers that are recognized as strategic business assets and value centers. They have become robust information engines that transmit customer insight throughout the organization. But no matter how much the communication and technology landscape changes, one thing never does. Having the right people, with the right skills, and the right resources available at the right time is critical to meeting service level objectives, satisfying customer demands and expectations, and supporting the business’s financial and strategic goals.

For many contact centers, “people and resources” are physical entities: agents, phones, IVRs, ACDs, etc. But for forward-looking contact centers, those that have tested the waters with AI and advanced automation, the definition of “people” has expanded to include intelligent virtual agents (IVAs), and “resources” may exist entirely in the cloud. The future of contact centers – and the contact center workforce of the future – is being revolutionized right now. Getting there will require an evolved approach to traditional contact center planning and management strategies.

Additionally, customer expectations continue to increase along with the willingness to share feedback on their experiences. The broad use of smartphones with user-friendly apps where information is available at users’ fingertips along with the growth of social media where individuals can easily share the outcomes of both good and poor service interactions are key elements to this change.

It is critical for contact centers to continue to look at new technologies, such as AI, to continue to meet these heightened expectations. They must also ensure a smooth implementation of these revolutionary technologies as they build their digital teams. In this toolkit, we’ll present practical guidance for making the transition.

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