helps people work more efficiently and actually like their jobs. After reading this book, you’ll know how A.I. is designed to help contact center jobs-not replace them. (No, it’s not a bunch of evil bots out to destroy the world.) Naumov talks through how A.I. and bots can eliminate inefficiencies for your agents and take some of the simple tasks of their plates, so they have more time to establish positive connections with your customers.Īuthor Mikhail Naumov does a great job explaining what A.I. advances and becomes more widely adopted, it’s important to understand the impact it’ll have on customer service. will transform contact centers and the customer experience. AI Is My Friend: A Practical Guide For Contact Centers by Mikhail Naumov It is practical, informative, straightforward, and broad enough to cover just about everything. Provides step-by-step directions on how to assess and plan for improvements in a straightforward manner that doesn’t require a Six Sigma black belt to understand or actually use. It’s jam-packed with tools and templates to get you started, too. Whether you want to reduce your abandoned calls, improve agent retention or anything in-between, this book is your north star. Then, he gives you the details on how to use the data you get from the assessment to create real solutions. He uses four factors: efficiency, effectiveness, capability, and competitive differentiation, as the core to your assessment. He has packed the book with practical how-tos on driving growth and improvement in both operations and service level. Conducting a Contact Center Assessment by Michael CusackĪuthor Michael Cusack dives into contact center assessments, and how they can help your team be more efficient and effective. The best part? These are quick, but impactful, reads. They cover everything from operations to retaining millennial agents. We pulled together a list of five books every contact center manager should read this year. For deeper dives on intricate topics, like contact center coaching and automation, books are your best bet. There’s a ton of information out there, but how do you know what will give you the insight you need. Or, maybe you’ll sign up for a few webinars to watch while you’re at your desk. Industry blogs and newsletters are always an option. But, with so much demanding your attention, searching for new learning resources seems impossible. Plus, you’re expected to keep pace with industry trends and develop your personal skills, too. And tackling a host of administrative tasks you just don’t have time for. Then reviewing routine policies and procedures. You’re responsible for developing your agents. But the all-you-can-eat buffet keeps calling your name, telling you to top that plate off with a little bit more. As a contact center manager, your plate is filled to the brim with daily tasks and obligations.
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