Digital transformation, AI, data mining and the cloud drive efficiencies and improve customer engagement. An estimated 46% of customer interactions are already automated, with the trend toward automation having further accelerated during the pandemic. \n\nHowever, as chatbots pick off the simpler queries, contact centre staff are taking the strain having to deal with more complex customer enquiries. This can take a toll on advisors\u2019 mental and emotional wellbeing. Agent attrition is 15% (average) across UK call centers. \n\nThat annual attrition rate costs a 500-seat contact center approaching \u00a31m to recruit and train advisors. Your people are your number one CX asset, so it\u2019s vital you take care of them. As Virgin boss Richard Branson said: \u201cThe way you treat your employees is the way they will treat your customers.\u201d\n\nTurn CX innovation inwards to the call center\n\nAccording to Herve Racine, Country Manager, Sabio France, Italy and Morocco, turning CX innovation inwards to the contact center can enable the same powerful technologies that deliver automation to also support advisors with their complex workloads. For example, by integrating multiple solutions, it\u2019s possible to create a single, unified desktop that provides advisors with a view of customer touchpoints across all channels.\n\nA unified desktop sits at the heart of a successful \u2018human service\u2019 approach. You may think delivering a unified desktop means adopting a range of new technologies. However, the likelihood is you already have many of the components you need and can take an iterative approach that, importantly, brings contact center advisors with you.\n\nIteration starts by seeing where you are now. How advanced is your CX? Use data to agree on what success looks like, identify a strategy, and build a blueprint for success. Organizations that use data-led decision-making will see the most successful transformational outcomes.\n\nHow can data support customer center advisors?\n\nImagine if your advisors know why customers are calling and how best to meet their needs. Mining real caller trends insight can give advisors a more granular view of each caller\u2019s intent. It can also improve call routing and create a seamless journey between IVR automation and informed human advisors. \n\nYet, even the best advisors don\u2019t have all the answers. So, use AI to support advisors in delivering better customer service. AI systems can give advisors contextual feedback in real-time, so they know the best actions to take, helping them deliver first-class CX.\n\nHow do you know if you\u2019re getting it right?\n\nNo one knows better than your advisors. Regular pulse surveys can spot trends before motivation dips. Likewise, you should be asking customers to rate their experiences at every step, helping you spot issues and close the feedback loop.\n\nDo both, and you\u2019ll know if you have happy advisors and happier customers.\n\nSabio believes in combining automation with a human service approach. We\u2019re tech-agnostic and work with a range of partners to find a solution that suits you \u2013 and your customers best.\n\nTo find out more about Sabio\u2019s human services approach, download our e-book on Putting your people first.