How AI Will Increase Training Needs for Colleagues Related Articles How Work and Leadership Will Change as AI Advances Enhance Agent Training With the Assistance of AI Overcoming Obstacles to AI Adoption AI Microlearning: Agility and Scale for Frontline Training © Miha Creative - Shutterstock - 2175850117 194 Filed under - Guest Blogs, Artificial Intelligence, QStory, Training In the fourth thought leadership piece from QStory, Simon Separghan, Former Managing Director of Customer Experience & Contact at NatWest, discusses how the use of AI and automation in the contact centre is leaving agents with much more complex demands from customers. Balancing the Colleague Experience With the Customer Experience – Thought Leadership with NatWest In today’s AI-driven and automated world, contact centre agents face increasingly complex demands, even as organizations strive to enhance operational efficiencies and drive down costs. How can you ensure your employees receive the right training and maintain a healthy work-life balance, enabling them to perform at their best and consistently deliver exceptional service to customers, all while optimizing the bottom line? QStory’s thought leadership video series, featuring Simon Separghan, former Managing Director of Customer Experience at NatWest, offers valuable advice on managing the latest challenges in the contact centre. So in a world where AI and automation is taking away all of the transactional activity, all of the routine piece that has filled most of the demand into the contact centres over many years, colleagues will be left with much more complex demands that will need them to be much more emotionally engaging, and that will require greater investment in their skills and capabilities. And of course, where do you find that time to drive those opportunities for capability building? Well, of course you need functionality that allows you to identify where you can make efficiencies, where you can invest back in that colleague experience without interrupting the customer experience. For more information about QStory - visit the QStory Website About QStory QStory are the pioneers of Intraday Automation (IDA). Their mission is to create a better everyday life for customer service professionals by helping them to work in a happier, more engaging and productive environment. Find out more about QStory Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper. Author: QStory Published On: 19th Aug 2024 Read more about - Guest Blogs, Artificial Intelligence, QStory, Training Recommended Articles How Work and Leadership Will Change as AI Advances Enhance Agent Training With the Assistance of AI Overcoming Obstacles to AI Adoption AI Microlearning: Agility and Scale for Frontline Training Related Reports Report: Best Practices in WFM and Intraday Automation White Paper: How Contact Centres Can Become Employers of Choice Contact Centre Reports, Surveys and White Papers Get the latest call centre and BPO reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to Webinars & Events Weekly Newsletter