As you may know, a few weeks ago I attended the Contact Centre Summit in Madrid, Spain. It was such an inspiring conference thanks to the variety of contents and experiences being shared from international customer service managers. I mention it because the key areas arisen in this conference coincide with recurrent critical points affecting may customer service managers I have conversations with.
Tell me how these resonate to you
Let’s go dive into these recurrent 5 critical points:
- Defining clear AI goals whilst maintaining focus on customer experience → that’s vital if you want to consolidate customer’s trust conversation after conversation and create valuable assists for marketing and sales. Even though defining clear AI goals should be the norm, many companies didn’t because they had to integrate it so quickly in the first phase,
- Re-design / build processes and conversational workflows → by carefully deciding where integrating AI with related purpose. 💡 Q. for you: is it worth deploying AI throughout the whole process or just in some portions of it? Thinking about an insurance claims handling process, firstly it may be better let customers report the claim having a conversation with human agents. Then you may leverage AI in the following procedure steps.
- Setting up new AI-related KPIs → that’s another urgent critical point because you can’t rely anymore just on ‘traditional’ metrics such as CSAT, NPS or CES. Conversely, as a manager, you’d better ask yourself: ‘what do I need to measure, considering AI impact both on processes and my team?’ And then, ‘how can I leverage any outcomes internally with my with top management?’ More juice in this related podcast 🎧 ‘different KPIs for your Customer Service with AI‘.
- Re-skill themselves (managers) as well as their teams (human agents) → today AI is radically changing also this scenario, forcing managers and staff to learn brand new AI-related new skills. Thus competences that are partially different to those they were initially hired for (!). That’s why choosing wisely both up-skilling contents and methods is paramount. Learn more in this insightful podcast 🎧 ‘getting manager and team up-skilled together‘
- Keep improving your customer service or any other operational model → with a continuous test, learn and adapt approach. I know that it represents a not easy cultural shift for many, however such a commitment is the differentiation point between market leaders and laggards. Because those not having a self-critical eye are bound to struggle more and more in next AI-driven business scenarios.
Back to Madrid
🎤 To me, speaking and at the same time learning from different perspectives was the icing on the cake of this niche conference. Here’s a snapshot of my panel my peers Sarah Pinilla (Abanca), Rafael De la Serna (ElevenLabs), Fernando San Martin (Cesce), Luigi Di Lello (Kahuna CRM).
Over to you
As a customer service manager, you know that time runs faster than ever and you can’t afford to waste it. Because when it comes to AI and Digital Customer Service outcomes, every delayed decision is a missed opportunity to leverage the value of your department.
So, thinking about your AI & Digital Customer Service roadmap ad the above mentioned 5 critical points, what’s your current pet peeve?
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Credit image: Unsplash.com.
