We believe that automation in the contact center is a real gamechanger that can make the lives of your contact center employees easier.
This article was previously published by QuandaGo.
We believe that automation in the contact center is a real gamechanger that can make life easier for your contact center staff.
There is much discussion – as well as fear, uncertainty and doubt – about the impact artificial intelligence and automation will have on the employee of the future. Are robots going to replace employees in the contact center and in other departments of the organization? As far as QuandaGo is concerned, the answer to these questions is simple: definitely not!
While we love technology, you can’t replace things like empathy, understanding and the human connection using systems – especially in times of need.
Automation improves customer experience
Currently, automation is the means by which companies can easily remove manual and repetitive tasks from contact center agents to reduce average call duration. For example, automation can support agents in completing follow-up work, completing customer data, and performing compliance checks. Most companies look at these applications primarily in terms of the increase in employee productivity – which is indeed a benefit. In our view, however, the greatest benefits of automation lie in technology’s ability to make employees’ lives easier, while simultaneously improving the customer experience.
More available time
In the contact center, this means that time becomes available to your employees, which they can use to focus on interactions that only employees can handle: interactions of a more complex nature and/or higher added value. As a result, your employees’ work creates more engagement, more satisfaction and more intrinsic reward.
Automation in the contact center (and beyond) is a real game changer.
An employee quickly spends more than 30 seconds doing follow-up work after each call. Viewed over an entire working day, all this time constitutes quite a bit of work time. In some contact centers, employees make more than 10 calls per hour – in which case, after-work time increases significantly while employee satisfaction and engagement can unfortunately decline.
Space for more personal conversations
What could employees engage in if they “got back” all this after-work time? Instead of searching for the right information in various systems, automation can provide (directly on the agent desktop) answer suggestions. In this case, intelligent process automation not only makes employees “smarter” and more responsive, but they can use the time saved to make the conversation with the customer more personal. Consider asking the customer for feedback or making a temporary offer that adds to the customer experience or even contributes to upselling. Ultimately, the employee spends more time on the real customer relationship and on higher value-added interactions and less on tasks of a repetitive and manual nature.
Other examples are in the area of common transactions that are widely performed within almost all organizations, for example, processing returns. This process almost always involves the necessary customer inquiries; clear return conditions and procedures are essential. In this situation, automation can support agents so they can handle these types of interactions faster in a way that is beneficial to both customer and organization. By providing employees with suggested answers to questions and automating the follow-up work – think sending a confirmation e-mail and updating customer contact history – you can cut the time it takes employees to handle a return inquiry by nearly half. At the same time, you enable them to focus more on the customer satisfaction and the customer experience.
Are you ready yet to explore ways in which automation in your contact center can make your employees’ lives easier? Request our e-book via contact form.