A new study from CCW takes a look at the changing role of customer service agents in the AI era. With the technology handling high-volume, routine tasks, agents will focus on more complex, emotionally charged interactions that require higher levels of empathy and emotional intelligence. Most are not ready to meet these new demands.
Support providers need to rethink the way they empower employees. According to the report, “They will have to acknowledge limitations in their existing agent experiences, overcome challenges in their systems and processes, prioritize the best possible use cases and supplement technology with human-centric philosophies.”
CCW analysts also dig into:
- Customer perception of today’s agents
- 6 ways to augment agent performance
- Impact of effectively blending AI and human talent
