George and Mary sit side by side in a call center. They work hard all day, striving to meet the targets they’ve been set, be that winning, retaining, or supporting customers. So, why does Mary finish the day 30% ahead of George? how do you decode the tiny differences in Mary’s approach? Her responses at each stage of a call, the subtle prompts, and her knowledge of when to stay silent. If you could see what’s happening, how would you quickly ensure George learns that best practice? Tougher still, how do you do that when it’s not two salespeople you are comparing, but hundreds?

You can’t. Future Ready can. Its AI-driven platform brings end-to-end support for George and importantly, his manager. It records and analyses each key phase of his calls against a growing knowledge of what works… not generally, but what specifically works in your organization, serving your customers.

What if Mary is an outlier? When you are talking about hundreds of team members, Mary becomes the top 20% of performers with an aggregate picture of what process is working.

George can rapidly close the performance gap with Mary by seeing where he is lacking at each stage in the call. AI feedback highlights where his approach differs from what’s known to work. He can practice in the safety of an AI generated simulation talking in real time to an AI generated customer reacting appropriately to his inputs consolidating learning. Differing customer types can be selected – angry, disinterested, busy, whatever… his learning is 100% focused on his specific needs against better performance.

George’s manager can now orchestrate the upskilling of each member of her team. She can create time for them to learn and train through the system. She can see and reward those using the platform effectively as well as spotting trends that get the attention of the data science team. She can now link success to the team’s performance rather than just product pricing. She can automate what was previously done manually and be confident in finding the efficiency sweet spot that points to the right size of the team for maximum profitability. It’s about maximizing the financial return of your investment in people, building their skills, their motivation to remain, and their impact on the bottom line.

Achieving this step-change in performance requires a champion for new technology and agile leadership ready to embrace and support it. If that champion is you, give Future Ready a call to explore next-level efficiency from your call and customer contact center operations.