Special Report: Modernizing QA and Agent Coaching with the AI Maturity Model

The customer experience has changed for the better — brands are now working to establish dedicated support on a faster, more convenient timeline. With the rise of digital and on-demand service, companies understand the importance of efficient and exceptional interactions, and they’re willing to go above and beyond to exceed rising expectations.

However, their preparation and training for the agents actually facilitating these interactions is currently lagging behind. According to ObserveAI, 86% of customers prefer to engage with a human agent, yet CCW Digital research confirmed that customers continually experience slow representatives who put them on hold, repeat account issues and re-ask questions and engage with employees who offer them different promises or inconsistent resolutions.

Amid all the hype over new channels or upgrading back-end technology, organizations must ultimately prioritize the success of their frontline employees if they want to keep up with modern expectations. To ensure exceptional experiences in 2022, companies must reframe traditional quality assurance processes and agent coaching methods. With an AI-maturity model, companies will establish targeted training initiatives and obtain a better understanding of their employees’ greatest strengths and pain points. As they are able to properly train and support their expert front-line, organizations will consistently deliver exceptional end-to-end experiences.

This report will highlight:

- The importance of modernizing the quality assurance process with AI and machine learning technology

- The greater CX benefits of an integrated coaching workflow and targeted quality assurance analysis

- The impact of the AI Maturity model