As leaders continue to tackle the customer experience crisis, they now face a new one – the employee experience crisis or ‘the great resignation’. Employers battle to attract talent in a competitive labour landscape while high agent churn has them losing existing expertise faster than ever before. Combatting employee attrition means reimagining the future of work. Not just for the contact centre of the future, but for the agent of the future as well. Leaders must build roadmaps that address 3 key components:

• Efficiency and productivity – the customer contact community identified improvements to customer-facing AI as a top priority to shorten hold times and resolve issues faster.
• Career development – opportunities for continued development is the second most important factor for employees’ happiness, according to the Harvard Business Journal.
• Workplace flexibility – remote or hybrid workplaces are now being ranked as the #1 strategy for combating high agent attrition

As leaders turn inwards to people and culture, AI and automation perhaps has an ever bigger role to play. While it challenges how we look at the customer experiences, bots and virtual agent interactions won’t spell the death of live agent interactions. In fact what if automation could increase your employee happiness, freeing agents from grunt work and providing more useful data and guidance? What if upskilling teams with AI, bots, and conversation building is what saves you from agent attrition? Could this provide your agents with career progression and increased employee satisfaction?

Join LivePerson to learn how technology like conversational AI has helped brands such as Bupa, Virgin, and HSBC better reach their customers, and improve employee satisfaction by making the role of contact centre representatives more essential, more streamlined, and more important.

Discussion topics:

1. How do you navigate the “remote vs. on-site” debate at a time when employee expectations and standards are radically evolving? Do you have sufficient ability to support remote work?
2. How are companies navigating tricky balances related to digital and voice-based engagement or automation and agent-led support?
3. Do you have fragmentation of disconnected systems and disconnected channels that limit CX when dealing with your contact centres?
4. Do your employees have a fear of automation or bots replacing them? How do you reassure their fears or address this concern to get buy-in from employees?

Speaker:

Harm Ellens, Principal Consultant APAC, LivePerson Harm Ellens is LivePerson’s Principal Consultant in the Asia-Pacific region. He advises organizations on the trustworthy and economical deployment of messaging, automation, and artificial intelligence (AI). His work covers both private industry and public service. Harm is the Chairman of the Industry Advisory Committee at the School of Mathematics at Melbourne RMIT, represents Australia in the establishment of global AI standards through the International Standards Organization, and performs voluntary leadership roles in a number of community organizations.