From the course: Leveraging AI in Contact Centers: Overcoming Volume and Improving Customer Experience

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Engaging high performing agents to coach others

Engaging high performing agents to coach others

From the course: Leveraging AI in Contact Centers: Overcoming Volume and Improving Customer Experience

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Engaging high performing agents to coach others

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- You will find that your higher performing agents can be critical in influencing the rest of the team to embrace AI. Top performing agents are not only your best resource for handling customer interactions, but also key influencers within your organization. Their support and buy-in can significantly impact the overall success of AI implementation. They provide credibility and influence and have earned the trust and respect of their peers. They are role models that set a benchmark for performance and behavior. They possess deep insights into customer interactions and internal processes and can be the tide that raises all ships. Understanding the importance of top performers at your organization is critical. Have your high performers communicate the vision of why AI in the contact center matters? Have them personalize the message and in their own words, explain how AI tools will enhance their work and make their tasks easier. Ask them to emphasize the positive impact on customer…

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