Impact of Soft Skills and AI on Contact Center Performance

This benchmark survey report examines the influence of soft skills and artificial intelligence (AI) on the performance of contact center agents and overall customer satisfaction. It highlights the critical role that soft skills, such as empathy and effective communication, play in enhancing customer experiences. The report reveals that a significant number of contact centers struggle with measuring these soft skills, with 94% acknowledging their importance while only 41% actively measuring them. Furthermore, it discusses the challenges faced by organizations in obtaining representative performance feedback due to inadequate sampling methods. The report also notes a surge in AI adoption, with 99% of companies planning to implement AI-driven quality management solutions to improve agent performance and customer satisfaction. The methodology involved surveying 400 senior decision-makers in contact center roles, providing insights into current practices and future trends in quality management and agent assessment.