As the options in customer service expand, opening self-service channels through email, text, and web, it might seem like the role of the service agent is becoming less necessary. Think
again. According to customer experience strategist Adam Toporek and customer service expert Nate Brown, the value of human interaction is higher than ever – if it’s used strategically. Listen as our guests discuss the right blend of automaton and human contact, getting creative when attracting talent, the importance of soft skills, evolved ways to capture insights, and more.

Key Takeaways:

[2:04] We are learning that the right blend of AI automation and human contact can get the customer exactly what they need. 

[2:29] Digital transformation is going to take a lot of the easy customer service interactions and automate them. This is going to leave time and hopefully give more opportunity for better, richer human interactions. 

[3;27] Call centers are becoming less central to customer service operations as contact centers become the new norm, but the human element is as important as ever. 

[3:39] Nate discusses how he starts in two places when trying to help a team accelerate their CX results: voice of employee, and then voice of customer. 

[6:07] Instead of trying to find the technology to create shortcuts, we need to find great and capable leadership to engage our workers to do their jobs to the best of their ability. 

[10:43] Leaders need to empower their agents so they can offer the right solution at the right moment, while understanding the limits of the agent role.

[12:32] Customer feedback is a beautiful opportunity for us to step up and be the guide in a really fun and unique way. 

[19:48] You have to let the person know you're being empathetic, which is a little bit different than just having the empathy internally. 

[23:48]  The seamless interaction between customer agent and tech is the future of customer service, but we have to create opportunities for our humans to shine. This means listening to the voice of the customer, and the employee, and it means training agents on human centered skills every bit as much as we train them on our tech. 

Quotes:

• [2:04] “We are learning that the right blend of AI automation and human contact can get the customer exactly what they need.” - James 
• [2:29] “Digital transformation is going to take a lot of the easy customer service interactions and automate them. This is going to leave time and hopefully give more opportunity for better, richer human interactions.” - Adam
• [6:33] “Transforming the role of customer service employees can't depend on quick fixes and shortcuts.” - James
• [10:43] “I will tell you right now that empowerment is simply a risk reward decision. There are limits to empowerment, and there is always the question of where those limits are.” - Adam 
• [12:04] “We should value those opportunities so much where we actually get to speak to our customers, and personally interact with them. What a gift that is.” - Nate 
• [19:48] “You have to let the person know you're being empathetic, which is a little bit different than just having the empathy internally.” - James 

Continue on your journey:

• pega.com/podcast

Mentioned:

• Adam Toporek
• Nate Brown
• Officevibe