ElevateAI’s Top 10 Resolutions for the Contact Center in 2025
by Amanda Dingus January 06, 2025 As we begin the first full week of the new year, contact centers – especially in the BPO and SMB sectors – are facing a new wave of projects and customer issues. The tasks we left pending at the end of 2024 are now ready to be tackled – and the pressure is on to elevate service delivery, maximize efficiency, and drive down costs.
Enter AI: the powerful tool that can help achieve these goals without overburdening your teams.
Whether you’re running a growing BPO or a lean SMB contact center, these 10 resolutions will unlock new levels of performance and customer satisfaction in 2025.
Top 10 Resolutions for the Contact Center in 2024: Harnessing AI for Every Organization, from AutoSummary to AI-Powered Transcription
- Embrace AI-Driven Transcription. For BPOs and SMBs alike, managing large volumes of customer interactions can be daunting. AI-powered transcription makes this process seamless, providing accurate transcriptions of every call and chat, regardless of volume. This ensures all customer interactions are captured, enabling faster resolution times and better-informed decisions without the manual headache.
- Automate Post-Call Documentation. Post-call documentation can consume up to 30% of an agent’s time. AI-powered AutoSummary technology takes the burden off of your agents by automating the summarization of your interactions, including calls, chats, and emails. This allows agents to focus on resolving customer issues rather than spending time documenting them, driving efficiency and reducing operational costs – critical for SMBs and BPOs with tighter margins.
- Unleash Insights with AI Analytics. Whether you’re running a BPO with multiple clients or a small contact center, AI-driven dashboards provide an invaluable tool for tracking key performance metrics. With easy-to-understand visualizations, you can monitor things like agent performance, customer sentiment, and service level agreements (SLAs) in real time. This allows for data-driven decisions that optimize both customer experience and operational costs.
- Personalize the Customer Experience at Scale. For contact centers serving multiple customers, providing a tailored experience can be challenging. With generative AI, you can scale personalization efforts by leveraging customer data to provide highly relevant responses during every interaction. This is especially valuable for BPOs handling large, diverse client bases – using AI ensures consistency and quality, while allowing organizations to adapt their services to each client’s unique needs.
- Boost Agent Efficiency with AI Assistance. Empower your agents with real-time AI assistance. From suggesting the best next steps during calls to quickly retrieving relevant customer history, AI streamlines workflows, allowing your team to work smarter, not harder. Whether your agents are handling complex queries or simple transactions, AI can enhance their productivity – helping your contact center manage more with fewer resources.
- Optimize Workforce Management. Predictive analytics can be a game-changer for managing workforce demand in contact centers. By forecasting peak call times and staffing needs, AI ensures that your team is adequately prepared, reducing both overstaffing and understaffing. This is especially crucial for organizations that need to stay lean without sacrificing service quality.
- Focus on Continuous Training and Development. AI isn’t just about improving productivity – it’s also a powerful tool for agent development. Using AI and Generative AI to analyze call data allows you to deliver personalized coaching based on real-world interactions. Organizations of any size can use this data to identify specific skill gaps and provide targeted training, boosting agent performance, and customer satisfaction over time.
- Automate Routine Customer Interactions. Whether you’re in a high-volume BPO environment or a small contact center, AI can handle routine inquiries 24/7. From answering frequently asked questions to managing simple requests like order status, AI can free up agents to focus on more complex, value-added tasks. This ensures faster response times, fewer human errors, and ultimately, a better experience for customers.
- Enhance Quality Assurance. Quality Assurance (QA) is a critical but often labor-intensive exercise. With AI-powered QA tools, you can assess agent interactions at scale – without relying on manual sampling. For BPOs managing multiple clients, this is particularly advantageous as it allows for consistent, unbiased evaluation across a wide variety of service offerings, ensuring high standards for every client and customer.
- Leverage Sentiment Analysis to Improve CX. Customer sentiment is a key indicator of satisfaction. AI tools that analyze tone, language, and context can detect whether a customer interaction is positive, negative, or neutral in real-time. By integrating sentiment analysis, BPOs and SMBs can make real-time adjustments to conversations, de-escalate unhappy customers quickly, and ensure a consistently positive customer experience.
Integrating AI into your contact center operations doesn’t have to be daunting – and it doesn’t have to require a massive investment. With AI-powered solutions like ElevateAI by NICE, anyone can access affordable, scalable tools that provide everything from AI-driven transcription models to advanced sentiment analysis and Generative AI powered-features like AutoSummary and Ask ElevateAI Q&A. Whether you’re looking to boost agent productivity, improve customer experience, or reduce operational costs, ElevateAI’s cutting-edge technology offers the power to achieve all this and more.
Ready to Transform Your Contact Center in 2025?
Start your journey towards an AI-enhanced contact center today – explore ElevateAI and see how easy it is to start today, for free. No matter the size of your contact center, the future of customer service is here, and it’s powered by AI. Let us help you unlock its potential.
Amanda Dingus With over 20 years of experience in market strategy and competitive intelligence, Amanda has worked in and around the customer experience space for years. She held leadership and strategy roles at industry leaders like Microsoft, USAA, Verint, Infor, and Medallia, prior to joining NICE, and is currently leading Marketing and Market Strategy efforts for ElevateAI by NICE.
