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AI Could Liberate 50% of Managers' Time

Melissa Pollock
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AI augments human work - creating efficiency by automating administrative and organization tasks that managers don't have time for, (but without doing, can't be effective), freeing them to spend more time doing the things that humans do best. 

 

A Harvard Business Review video clip titled "AI Could Give Managers Half Their Time Back" talks about a survey of nearly 1800 managers across 14 countries that determined the conclusion we already instinctively know - "managers at every level spend the bulk of their time on administrative tasks, such as juggling employee schedules or writing reports. " 

 

The video goes on to discuss three people skills that managers need to further develop - social networking, people development, and coaching and collaboration, saying that "…these skills will help them stand out, in a world where AI handles many of the administrative tasks that they perform today." 

 

In the correlating article, "How Artificial Intelligence Will Redefine Management", authors talk about these uniquely human skills, saying that "Managers use their knowledge of organizational history and culture, as well as empathy and ethical reflection.  This is the essence of human judgment — the application of experience and expertise to critical business decisions and practices."  It is this harmonious alignment of human and artificial intelligence that is powerful.

 

Artificial intelligence is not about creating cookie-cutter management or dehumanizing individuality - humans are indeed, the absolute best at being human, that is, we are best at considering, interpreting, and strategizing, (judgement skills), and in connecting, empathizing, and motivating (people skills).  By automating administrative or other rote functions that steal time from managers, machines could free up substantial time to focus on these critical relational and cognitive functions.

Benefit
Result
💯
Improved Performance & Customer Experience
Month over month gains in Issue Resolution,
FCR and NPS;
Month over month reductions in Handle times,
ACW and Hold
👥
Winning additional client headcount
30% improvement in sales conversion
💪
Retaining talented people
8-point reduction in turnover
💰
Improving financial performance
10% increase in utilization

Summary

The future of success in your contact center is contingent on how you impact performance in ways that are both immediate and sustainable. And it doesn’t matter whether your agents are on-site, at-home, full-time, part-time, or temporary – you must deliver on performance.

Coaching is one of the most significant tools we can use to deliver on the engagement and performance of our people – but we must develop our processes, our people and leadership skills, and our technology tools, in order to overthrow the pervasive challenges to achieving greater coaching effectiveness and supercharging contact center performance!

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Connect with the authors:

Melissa Pollock Customer Success at AmplifAI

Jim Rembach President at CX Media

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