Elevating Empathy: Achieving Human Connections in an AI-Powered World

Most of us have heard about how “AI will automate simple issues so that agents can focus on complex ones.”

Few of us have actually seen it.

CCW Digital research confirms that experiences remain impersonal and devoid of empathy, and many consumers fear that the rise of AI may further eliminate the human touch moving forward. Business leaders, meanwhile, acknowledge that the majority of their agents are still spending too much time on repetitive, transactional work.

What will it take to break from this landscape and ensure AI initiatives empower agents to deliver more consultative, empathetic care? How must tools, training, supervisor support, and performance management evolve to support a more human-centric approach to care? This Special Report provides the answers.

Topics include:

• New research on what AI means for the state of customer and employee experiences
• Three mistakes contact centers are making when it comes to agent empowerment
• Six critical steps for ensuring AI augments rather than hinders contact center performance, covering workflow, technology, culture, and more
• New metrics for the era of the “consultative agent”
  Case studies detailing the benefits of a human-centric approach to AI