What is the Connected Rep and how can it enable contact center efficiency as well as alleviate talent challenges? GartnerCSS analyst Kathy Ross tells all in cmswire: CustomerService AI CX
Rep enablement technologies such as automation and AI can improve customer service efficiency and experiences while saving costs for organizations.Implementing a "connected rep" strategy can drive contact center efficiency by up to 30%, but organizations need scalable and agile technology to ensure success.Collaborative efforts involving stakeholders, executive sponsors and IT are necessary to assess and automate guidance, gather feedback and improve rep enablement technology.
However, while many customer experience leaders are trying to effectively enable reps with technology, many haven't quite figured out their strategy yet. She explained while the needs of every organization may differ, the need for scalable and agile technology is consistent.An example of tech-driven guidance would be a dynamic workflow that provides guidance to reps based on perceived customer intent.
"Time spent can also be dissatisfier — our research shows that if customer contacts such as voice or SMS text take longer than customers expect, it negatively impacts their customer effort and satisfaction," she said., added AI and automation play a critical role in providing customers with instant answers.
"These proactive messages can drive customer engagement and when personalized, have a direct impact on sales and conversion rates," Aniano said.Murali Nemani, CMO at, pointed out today's enablement technologies also feature the ability to supervise tough calls with users and to provide rep training based on real-time and post-call virtual assistance.
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