I know, I know. It’s busy out there.

The demand for agent-assisted service is relentless (wasn’t that AI-driven chatbot going to reduce workload?). Your team is juggling customer workload across channels—phone, chat, social media, et al.—and it feels a bit like playing whack-a-mole. Forecasts aren’t as accurate as they could be, and the unknowns driving the work are, well, unknown. Keeping everyone up to date on service and policy changes is a challenge—and a drain on the capacity you thought you had.

So, while you’re waiting for the promises of ChatGPT to materialize—can your agents get just a bit more done? Read more in my ICMI article.