Читать книгу Digital Customer Service - Rick DeLisi - Страница 29

Over time, a typical DCS operation will likely require fewer agents as greater efficiency is achieved through OnScreen Enhancements. This reduction could be resolved through downsizing, but most organizations experience enough frontline turnover that headcount reductions can often be accomplished through attrition.

The message to your frontline needs to become crystal clear:

Yes, over time we will likely need fewer total people in our service operation than in the past, and this newer job isn't going to be right for everyone. For those of you who choose to remain and adapt to DCS, the image and impact of what you do will increase over time. The job will become different, but different in a better way.

DCS isn't about “the robots taking our jobs,” it's about “letting the bots do what bots do best” so that we people can “do what humans do best.”

Some companies are even choosing to redeploy a percentage of the cost savings achieved through lower call volume to escalate the pay rates of agents who excel in a DCS environment. How does that sound?

WINNER = Agents and Service Team