We're in for a treat today! We covered a lot of ground the last time we spoke with Sheri Kendall, but we've still got even more to go! AI and agent training feels especially topical in today's market, so we're diving back into the discussion and finding even more rabbit holes to go down that will help contact center leaders think about the relationship between agents and AI.

[2:41 - 3:50] There are around 100 AI tools that can assist with efficiency. Some of these tools can even help improve coaching, so that we can provide ourselves with new knowledge and growth. 

[10:01 - 11:16] The AI tools need the training and information that we put into it, so we need to be very thoughtful about what information we are putting into it. The AI is interacting with both your employees and your customers, so we need to be aware of what it knows. 

[15:55 - 16:30] The reality is that if you don’t have agents thinking of working with you as part of their career, then they are going to have a lot of fear around being replaced. You don’t want your agents thinking this way, because you need their skills and intelligence to train the AI.

[16:58 - 18:08] If your agents are worried about losing their jobs to AI, then we would encourage the leaders and organizations to really consider how AI can enhance their jobs rather than replace. If your agents are focused on the fear of losing their jobs then the quality of customer service is going to go down. 

[19:34 - 22:16] With the increased chances of emergency situations with a natural disaster, we need to be proactive. We need to have contingency plans put in place and know how to support our agents through these situations. 

As always, thanks for tuning in! To listen to a recording of this and other episodes, visit vistio.io/podcasts. And to join our show live each week, go to vistio.io/cxlive.