Did you know that 78% of customers say a positive experience with a call center agent can increase their loyalty to a brand? But with rising call volumes and complex customer needs, it’s getting tougher for agents to deliver exceptional service. This begs the question – can technology, specifically AI, become the secret weapon for boosting agent experience and customer satisfaction?

In a recent interview, we discussed these topics and more with Nerys Corfield, Director of Injection Consulting Limited. Nerys’ has a quarter-century of hands-on experience consulting some of the worlds leading call centers for clients like Volkswagen, Vodafone, British Gas, the National Apprenticeship Service and Sky. She is also a leading thought leader in the space judging prestigious awards like the European Contact Center and Customer Service Awards; Chairing the DMA Contact Center Council for 3 years and being a regular on the webinar, keynote and podcast circuit.

Here are some key takeaways

Call centers are still facing challenges from the late 90s, such as lack of investment in training and supporting advisors.

The cost of managing voice interactions is rising, and businesses are looking for ways to leverage technology like AI to augment agents or to move customers to self-served channels.

It is imperative to bridge the gap between Operations and IT teams when implementing AI solutions.

AI can help agents by providing them with real-time interaction guidance and automating tasks like call summarization.

Call centers should develop a roadmap for AI implementation, which includes understanding their pain points, setting goals, and measuring success.