Supporting Your Agents With AI - Scott Baker - Conversations That Matter - Episode #34

Conversations That Matter, a podcast from Uniphore

This week’s guest has 13 years of experience designing, deploying, and managing enterprise software solutions. Scott Baker is a Senior Analyst at Opus Research. Scott joins host Randy Ksar at the Five9 CX summit for an extended interview! Scott shares his insights on how call centers can best implement AI to set their agents up for success.

Takeaways:

• The onus is now on companies to provide their agents with the proper support tools to enable them to do their jobs, rather than expecting agents to be subject matter experts for their vendors.
• Only 25% of companies take insights from their call centers and pass that information to their agents.
• When involving automation with your agents, start small, find the pain point, talk to your contact center, and remove the roadblocks.
• Using AI to offload repetitive tasks is a win/win scenario. Agents get more time back which they can then utilize to focus on more complex or pressing tasks for the company.

Quote of the Show:

• “If you’re not trying to make your agents' job more interesting, I think that's an organizational failure for sure.” - Scott Baker

Links:

• LinkedIn: https://www.linkedin.com/in/scottebaker/
• Website: https://opusresearch.net/wordpress/
• Twitter: https://twitter.com/tweetsbybaker

Ways to Tune In:

• Apple Podcast: https://podcasts.apple.com/us/podcast/conversations-that-matter-podcast-for-contact-center/id1525650658
• Spotify: https://open.spotify.com/show/6Xx9G8w6bntQayIpbkgxc5?si=cNeVuJicSHagsftlpL8-tg
• Google Podcast: https://podcasts.google.com/feed/aHR0cHM6Ly9jb252ZXJzYXRpb25zdGhhdG1hdHRlcnBvZGNhc3QubGlic3luLmNvbS9yc3M