5 Ways to Increase Contact Center Productivity Using AI

By learning how to harness the power of AI in contact centers, businesses can work to streamline their operations, improve overall efficiency and most importantly improve customer satisfaction.

At Local Measure, we know how important it is to keep your contact center productive, these are our five ways you can help improve contact center productivity by leveraging AI and automation.

1. Improving Agent Communication

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A key benefit of implementing AI lies in its ability to streamline processes, ensuring accuracy and efficiency while reducing operational costs, all in a user-friendly way. Utilizing a tools such as the Engage Smart Composer can help agents review the content within an Agent’s message, correcting any spelling and grammar mistakes, and shortening or lengthening their message. By using Smart Composer, agents can ensure that their communication with customers is professional and effective, which is crucial for handling customer queries successfully and particularly useful for Agents who may not be fluent in a language.

This saves agents time through faster responses, more articulate communication and helps them provide a better overall customer experience.

2. Prioritizing Tasks

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When it comes to keeping your contact center productive, one of the main challenges you may run into is prioritizing and routing incoming enquiries to the best suited agent. Different routing systems can help your contact center prioritize and route calls and queries by looking at factors like customer history, query type and agent skills to direct every customer enquiry to the most experienced agent.

By automating this process, contact centers can reduce wait times, leading to faster resolution and improved customer experiences. Routing can also help to prioritize urgent enquiries so that any time-sensitive issues can be addressed as soon as possible.

3. Offer Agents Real-Time Support

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Sometimes, even the best contact center agents don’t know how to respond to some customer queries, but offering contact center AI solutions can help them to navigate the next steps in real-time.

AI contact center solutions can work to analyze real-time conversations to give agents insights and recommendations to improve the customer interaction. They can even recommend upsell or cross sell opportunities or provide scripts to help your agents out whilst they’re on customer calls.

At Local Measure, our Smart Tools are a thoughtful addition to the Engage platform, aimed at simplifying the daily tasks of contact center agents. Using Generative AI, these tools efficiently tackle repetitive and time-consuming tasks, significantly reducing Average Handle Times (AHT) and enhancing Customer Satisfaction (CSAT) scores. By integrating Smart Tools into Engage, we're focused on making contact resolution and after-call work quicker and more straightforward.

Smart Translations is our latest product, designed to boost agent productivity and create better customer service experiences. Smart Translations acts as a translation tool directly in our Engage platform. When entering a message-based interaction, it enables both the agent and customer to converse fluently in their preferred languages, translating between both languages seamlessly and without the need for time consuming processes or external tools.

4. Better Self-Service

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Another way you can harness the power of AI for your contact center is to help provide better self-service. In many situations, people much prefer being able to troubleshoot their own issues through self-service pathways, and AI powered virtual assistants can answer frequently asked questions and provide 24/7 support so that your agents aren’t dealing with the same repetitive tasks day in and day out.

Allowing customers to effectively seek their own solutions helps to free up your agents’ time so that they can focus on more complex tasks, improving contact center efficiency and helping your agents get to the most important queries as quickly as possible.

5. Unlock Data-Driven Insights

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One of the keys to business success is strategically using data to improve customer interactions. Contact center AI solutions can capture and analyze customer data across multiple channels to help identify trends and make suggestions for improvement.

Unlock valuable insights into your customers behaviour, their preferences and trends and use this to make decisions about resource allocation and performance. Getting accurate, real-time data allows your business to improve productivity, efficiency and guarantee great service.  

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