The contact center AI model is broken.
In developing tunnel vision over AI's ability to deflect issues, customer contact leaders are jeopardizing the health of their operations. Notably, they are doing a disservice to their human employees: the very people who become more important in a world where "AI handles simple issues so that humans can focus on complex ones."
Presently, only 17% of leaders think their employees are ready for consultative work. If we do not fix this broken AI model, we will not close that gap, and employees will underperform, grow disengaged, and ultimately exit the business.
In this report, we examine the often overlooked, but very significant, costs of today's AI approach. We then reveal a blueprint for effective transformation, shifting the narrative from "how few people can we run with" to "how great can the people we keep become."
Topics include:
- The truth about why the AI broken is model and how it hurts employee experiences
- Four mistakes most contact centers make when balancing AI and human agents
- Key reasons contact center "training" is especially ill-equipped for the AI era, and what a more effective approach entails in 2027 and beyond
- Proven steps for cultivating a more competent, engaged, loyal employee workforce in the contact center of the future
- Five-step checklist for assessing whether you are approaching contact center AI in the right way or the wrong way