Building a Rockstar Contact Center Team
Human or AI? Why Not Both?
You’ve probably seen those futuristic videos of warehouses run entirely by robots: efficient, precise, and completely automated. It begs the question: Will contact centers go the same way? With AI-powered chatbots handling FAQs and virtual agents trained on Large Language Models (LLMs), it seems like human agents might soon be obsolete.
But here’s the reality: AI is powerful, but it can’t replace the human touch.
AI struggles with empathy, cultural nuances, and critical thinking. And until it can, customers will still turn to human agents for personalized, meaningful interactions. So, instead of choosing between AI and humans, the best contact centers combine both; leveraging technology to enhance efficiency while keeping the heart of customer service human.
The Secret to a High-Performing Contact Center Team
Creating an outstanding contact center team isn’t just about hiring the best people. It’s about training, strategy, and integrating the right tools to empower agents. Here’s how to build a powerhouse team:
1. Identify & Close Skill Gaps
A well-structured contact center typically includes frontline agents, technical support, customer success managers, and CX administrators. However talent shortages, high turnover, and evolving work expectations make it tough to maintain this ideal structure.
So, what’s the fix?
▪️ Analyze competency gaps: Identify where your team struggles, whether it’s product knowledge, communication, or problem-solving.
▪️ Leverage AI-powered tools: Chatbots like Accordia ACE Chatbot & Live Chat handle FAQs, freeing agents to focus on complex issues that require a personal touch.
▪️ Use automation to optimize workflow: Omnichannel platforms like Accordia Desk streamline support tickets and enhance team collaboration, improving efficiency and response times.
2. Training: Your Secret Weapon
Great customer service isn’t just about natural talent, it’s built through continuous learning. That’s why companies that invest in training consistently outperform their competitors.
Did you know Gen Z (people born between 1990- 2010) places high value on upskilling opportunities when choosing where to work? Keeping your team engaged means providing:
▪️ Ongoing skill development: From soft skills like empathy and negotiation to tech training on AI-driven platforms.
▪️ Omnichannel solutions: Implementing Accordia Omnichannel Contact Center, which integrates voice, WhatsApp, web chat, and social media, ensures agents stay connected and productive.
▪️ AI-powered training support—With AI & Automation tools like AI knowledge bases and AI-powered call transcription, agents can quickly access information and enhance their customer interactions.
3. Turn CX Agents into Business Growth Experts
Customer experience isn’t just about answering queries—it’s a revenue driver. Empowering agents with a business development mindset can transform your contact center from a cost center into a profit center.
How?
▪️ Active listening & relationship building: Customers remember great service, and that leads to loyalty.
▪️ Data-driven insights: Omnichannel platforms track customer behavior, helping agents identify upsell and cross-sell opportunities.
▪️ AI-powered recommendations: ACE Chatbots prompt relevant offers, increasing conversions without sounding pushy; while AI call transcriptions enable agents to personalize responses to improve customer experience.
By integrating a Cloud & On-Premise Integration model, businesses can scale flexibly while ensuring top-tier service tailored to their needs.
The Future: AI & Humans Working Together
Will AI take over contact centers completely? Probably not, at least, not anytime soon. Human agents still bring the warmth, empathy, and problem-solving skills that AI lacks. But companies that strike the right balance between AI-powered CX solutions and continuous training will lead the pack.
Want to take your customer service to the next level? Boost your customer service with the perfect blend of AI and human expertise where Accordia Global makes it seamless!
