part of contact centre automation

Looking at how to select the right processes to automate and considering what it means for the human agents on the front line are key places to start. If a customer does speak to an agent and can sense that the agent is giving them their full attention, rather that having to look through multiple interfaces to find the right information, their overall experience will be that much better. According to 2017 statistics, the European call centre market generated $49 billion. Maybe it’s because email isn’t as trendy as the more innovative customer experience technologies, or because it’s managed outside the contact centre. Ultimately, anything added to a contact centre should be to help the customer and build their loyalty, so recognising what their biggest frustration is, whether that’s long calls or speed of call resolution, is also essential to putting the right processes in place. The reality, however, is that your email communications today often contain a wealth of information to support your digital transformation across all channels, including: Also, in addition to revealing the above insights, moving from shared mailboxes to any automated email processing solutions will present other benefits, such as: Despite many early predictions, email volumes for contact centres and customer service teams don’t appear to have diminished much at all. Skill-based routing (SBR) directs customer calls to the next available agent who … How has COVID-19 affected your Contact Centre Operation? From the customer’s perspective, having automation technology in place that resolves their query more efficiently and more accurately – whether instantly through an online chatbot, or a process that gets them through to a human agent more quickly – can only serve to improve the company’s reputation and increase brand loyalty. Some will have invested in those solutions, combining the email processing capability with inbound and outbound voice solutions such Maintel’s Callmedia, and some will have elected to combine projects for agent knowledge and web self-service along with email processing to aggregate budget to fund a project. Without automation, contact centers are doomed to limp along, suffering from inefficiency and poor customer service. A customer experience expert and technologist with over twenty years’ experience, Steve helps organisations to achieve exceptional customer contact through the appropriate use of technology. Maybe it’s assumed that volumes will organically disappear sometime soon, or perhaps there’s an assumption that there isn’t an affordable fix. The majority of organisations continue to manage email through shared mailboxes, taking up a disproportionate amount of time, money, and resources, to ultimately deliver poor customer service any way. On the other side of the Atlantic, the US sector was worth $45.5 billion across the same 12 months. From our heritage delivering and supporting traditional contact centres, through to new innovations in AI, Chatbots and Robotic Process Automation, we have been the trusted pioneer and evangelist of employee and customer experience for over 30 years with an enviable 98.7% customer retention rate. Many companies have already introduced RPA into their contact centres and seen the rewards. If you’re one of those organisations that still manually manages emails from one or more shared inboxes in this way, now is the time to reconsider automation, as many technology vendors in this space have made acquisitions, merged technologies, and developed new solutions to make contact centre workloads like email and web-chat more accessible and affordable, which will in turn benefit the customer. Intelligent automation defines a class of new technologies that includes robotic automation and cognitive learning, which can help organisations to deliver customer service more efficiently and effectively.Growth in this market is accelerating at a rapid pace, but with it comes the emergence of new terminology that is often confusing and at worst, misleading. A combination of rapidly advancing technology and increasingly high customer expectations is compelling businesses to transform the … Attended automation. Just a few years ago, considering automation for processing emails would have led you to consider adopting one of the specialist solutions, such as eGain or Eptica, probably resulting in a considerable on-premise investment with the siloed solution being used by specialist team(s) outside the contact centre, alongside other workloads in the back office. By providing agents with a digital assistant who can help with tasks such as updating contact details, or filling in forms, agents will have more time to spend with the customer with more complex issues, allowing the agent to fully put their training into practice. Another benefit of email communication is the ability to describe issues in more detail or ask multiple questions, which other mediums like social media don’t allow. Furthermore, Gartner predicts that 25% of customer service operations will use virtual customer assistants this year. There’s no doubt that continued advances in robotic process automation (RPA), natural language processing, and voice-enabled devices will continue to increase the volume of complex enquiries that can be triaged or fully serviced without the need for someone to write an email or fill out a contact form. Source: Statista. Automation will also free up valuable time and budget, allowing you to focus on other areas such as enabling self-service capabilities, and letting your contact centre agents handle interactions that require human decision making and knowledge of more complex issues. RPA bots can cover a lot of ground, moving seamlessly from one job to the next, without the need for breaks or a cup of coffee. Change to customer information is a common contact centre request. And, as agents are able to perform tasks faster, call durations and wait times decline, enabling the agents to help more people than ever before. Automation technology will also be fundamental in empowering agents in their work as introducing a digital workforce alongside human agents has many benefits, from reducing costs and churn, to enabling agents to provide a better, more human service by allowing them to do work that holds meaning for them. Contact centers are the face and voice of BFSI, Retail, CPG, Hospitality, Tourism, Healthcare and many other sectors. For additional Information in IPI Visit their Website or view their Company Profile, Copyright 147 Media Ltd 2020 - No part of this website can be reproduced without the written permission of the Publisher, Xdroid Applauded by Frost & Sullivan for Voice & Facial Analytics, PCI Pal Webinar: Payments: The Future of Security & CX, Boost Automation & Expand Customer Self-Service with AI, Hull City Council and Civica Create 100 contact centre Jobs, FourNet ‘2021 & Beyond’ Remote Working White Paper, Conn3ct secures Position on G-Cloud 12 Framework, The Changing Face of the Contact Centre​ Post Covid, CC33 Contact Centre Set to Create an Additional 400 Jobs, Tickets Go On Sale As ECCCSA 2020 Goes Virtual, 5-Step Checklist for Mastering Enterprise AI in Contact Centres, IP Integration (IPI) Announces Sat Sanghera as New CEO, CallCare Appointed To Manage COVID 19 Vaccination Helpline, Business Systems Announces Investment to Accelerate Growth Plans, Choosing Customer Service Channels for your Contact Centre, Calabrio ONE Now Available via Twilio Flex Ecosystem, CCMA Partner with Sabio to Deliver Benchmark Service. The contact centre space has proven to benefit a great deal from artificial intelligence, enhancing the customer and agent experience through intelligent automation designed to drive faster resolutions and response times for customers. We use cookies to ensure that we give you the best experience on our website. How To Improve Caller Authentication in Contact Centres, 2021 Will Be The Year of CX in the Contact Centre, Happy Christmas From Everyone At contact-centres.com, Minimise Customer Effort & Maximise Customer Satisfaction, Alternatives to ‘Your Call Is Important To Us’ in the contact centre, Common Mistakes in Forecasting in the Contact Centre, Count to 5 for Perfect Multi-channel Forecasting, 5 Point Plan for Super-Connected CX Experience. As the digital age continues to flourish and technology becomes an increasingly important and essential part of everyday life, it’s essential that contact centres get on the bandwagon and don’t get left behind by the smartphone wielding younger generations. Automation will also free up valuable time and budget, allowing you to focus on other areas such as enabling self-service capabilities, and letting your contact centre agents handle interactions that require human decision making and knowledge of more complex issues. Contact automation delivers customer centricity and personalisation like never before. After all, they are the heart of every contact centre. Indeed, as 2020 commences, automation technology will and must be at the front and centre of improving call centre customer service, especially for younger generations and future customers who expect to have a fully omnichannel customer experience (CX), putting their digital know-how into practice. 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