High turnover rates or absenteeism can have many causes, including low employee engagement or gaps in performance support. But the right and Growth technology can prevent these issues.
The time savings AI enables gives employees more time to talk, with higher quality and more meaningful conversations. However, AI can also help them identify where they are weak, enable more training time and explore more areas for phone number list development. It assists in this by identifying skills gaps, recommending career moves based on personal interest and assigning relevant learning modules.
For customer service agents, this could be new skills that promote career progression in areas outside of the contact center. Rather than looking at AI to eliminate jobs, innovative companies are promoting it to support career growth —
With personalized recommendations for training and upskilling.
Giving employees on-the-job experience with AI and developing AI skills can be a powerful motivator and open a door to career opportunities. It also gig economy: a new face of the job market allows employees to use their domain knowledge and Growth to come up with improvements in how you serve customers.
That’s possible because AI often functions as a complementary technology, running in parallel with systems that are specific to an industry or department, such as HR applications. In the case of the Genesys Cloud™ platform, AI can integrate directly with an HR application to enhance workforce management.
Prior to AI, HR was typically part of the “fix” phone number list process and not able to take action proactively. But with platforms like Genesys, HR can play a direct role in driving employee satisfaction improvements as data feeds directly into HR applications.
As the demand grows for AI skills in contact centers, employees can use modern tools to design better workflows, increase the scope of an existing job or move up to a supervisory role based on leadership potential.
Using AI and Automation for Insights in Supervisor Roles
Automating the analysis of recordings reduces the time needed for supervisors’ ongoing administrative tasks, which can reduce their stress as well. Online reporting gives them real-time insights to score interactions and understand and Growth the sentiment of customer conversations — from the individual to departmental level.
Supervisors often listen to a small sample of phone calls, which captures data from a fraction of activity. Automation not only captures all conversational data, but it also eliminates the time required to listen in.
Integrating these insights from AI with coaching and day-to-day interactions empowers supervisors to take the guesswork out of performance evaluations, making smarter and more impactful decisions much faster.
Identifying Employee Well-Being with AI-Driven Insights
While sentiment analysis is used to determine the emotional tone behind customer interactions, such as comments during support conversations, it’s also a powerful predictive tool that supervisors, management and HR departments can use to monitor the overall well-being of employees and identify those at risk.
Technology can help supervisors balance workloads and allow employees to manage their own schedules so they can improve their work-life balance and have better satisfaction. It gives HR the power to make decisions that directly improve employee well-being.
Based on a variety of analyses, supervisors can make meaningful adjustments to employee schedules, giving them flexibility and relief from stress. For example, an agent might have had an unusually large number of high-pressure interactions with customers one day, or worked extra hours, or have personal issues that temporarily impact their ability to carry out their jobs. With AI-driven recommendations for wellness programs, organizations are empowered to maintain a more satisfied workforce in the long term.