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part of contact centre automation

January 17, 2021

The Age of Automation. In this article, we’ll focus on the example of automating email processing, but automation of any communication channel can be viewed as a beneficial approach to improving customer experience and delivering consistently good service across the business. For agents, having an automated assistant in place to help with the mundane tasks that crop up on a daily basis is essential in today’s world of instant answers to both satisfy customer demands and keep agents happy. If contact centres and companies are to embrace the benefits of automation in 2020, they need to know how to make the most of an automated strategy. Furthermore, many specialist providers have transformed their propositions to be consumed through cloud services, shifting to usage-based charging models supported by managed services, making them more cost-effective than previous capex-based on-premise solutions. A combination of rapidly advancing technology and increasingly high customer expectations is compelling businesses to transform the … This practice remains prevalent today, resulting in poor SLA management, processing inefficiencies, unwanted repeat contacts, and inconsistent, unhelpful responses. By communicating regularly with agents as well about the part that automation will play in their day-to-day jobs and what benefits they will see, will also quell any fears agents might have about loosing their job to a robot. One example comes from the world of customer service. After getting their basic information, they must initiate an entirely different process to find out about the customer's order history, whether they have had any previous support tickets filed, what the status of their most recent order is, etc. IPI partners with the industry’s leading vendors – including Avaya, Blue Prism, CX Company, Gamma, Genesys, Microsoft, Teleopti, Verint and VMWare – to provide a complete suite of contact centre solutions, available in the cloud, on-premise, or as a managed service. As a contact centre tech veteran, I can tell you that automation is nothing new. contact center: A contact center -- also referred to as a customer interaction center or e-contact center -- is a central point from which all customer contacts are managed. Contact centers are the face and voice of BFSI, Retail, CPG, Hospitality, Tourism, Healthcare and many other sectors. IT automation processes can improve a business’s ability to meet service level agreements (SLAs), as automated workflows can be implemented to expedite the team’s activities to restore service. It’s been around in some form since the 1970s, led predominantly by the banking sector. High volume, low complexity tasks for example, are a good place to start. Digital workers also work best when handling structed data and using clear decision logic. Robotic process automation (RPA) has become a major trend in call centre technology, offering significant cost savings through accuracy, greater compliance and … 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. Automation could just herald a new golden age for customer service. For example, they can proactively collect and pass on customer data to agents from front-end systems, so that when the customer is eventually put in touch with the human agent, the agent is all set to go. These bespoke solutions cover every component of the contact centre – from call routing, unified communications, networking and security, right up to emerging technologies, such as AI chatbots and Robotic Process Automation. Now is the perfect time to revisit the prospect of automating your email processing, to free up budget and resources as an integral part of your digital transformation and further improve customer experience. Deloitte found that and average of 20% FTE capacity was provided by robots after less than 12 months and that compliance improved by 92%, quality and accuracy by 90%, productivity by 86%, and cost was reduced by 59%. Let’s analyze a recent situation here. Automation is the linking of disparate systems and software in such a way that they become self-acting or self-regulating. 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. Be the first to hear about our upcoming product releases, events and regular expert insights by completing the form below: Financial Results & Shareholder Communication. The automation of information flows has significant implications for many businesses, but it is perhaps in the contact centre that these implications are the most significant. His focus has been on pioneering the development of self-service and compliance technologies for the contact centre space and he was recently awarded a patent for the co-invention of a revolutionary fraud prevention tool for contact centres. Without automation, contact centers are doomed to limp along, suffering from inefficiency and poor customer service. key to a successful customer experience strategy, organisations continue to manage email through shared mailboxes, taking up a disproportionate amount of time, money, and resources, inbound and outbound voice solutions such Maintel’s Callmedia, advice to help ensure your customer experience strategy is successful, read more here, Common enquiries that can be made available via self-service, Customer responses that could be consistently served across a variety of channels, Reducing costs and releasing staff to focus on more meaningful interactions, Serving those customers who have a preference for email communications efficiently and within SLA, Complementing self-service methods with a consistent and reliable channel to support more complex enquiries. The timing for RPA couldn’t be better. Automated customer service (customer support automation) is a purpose-built process that aims to reduce or eliminate the need for human involvement when providing advice or assistance to customer requests. Source: Forrester. With the right kind of call center process automation, it is possible for an agent to get all of this info… 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. 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. There’s also a considerable offshore call centre market. Many call center agents face a common problem: they have a customer on the phone and need to collect some information about their account to learn more about their order history. The potential for automation in the call centre Call centre agents need to be trained to help customers with a wide variety of enquiries. Automation of Responses to Customer Complaints and Queries. Picking the right processes and thinking about the end goal is key to implementing the right automation strategy in a contact centre. Contact centers have long embraced automation in the form of Interactive Voice Response (IVR), much to the dismay of their customers. Harnessing the power of contact centre automation for a positive customer experience ... With the rapid advance of technology, however, self-service is fast becoming an important part of streamlined customer service. He is a regular contributor and speaker at customer experience and contact centre events around the world. Agents are key to CX and should be considered as part of the automation process with the aim of making their lives easier and letting them do what they’re good at. Did you find this article useful? The self-service branch in particular has grown leaps and bounds over the past few years, with supermarket self-checkout counters, food-ordering phone apps and online chatbots becoming solidly embedded in our everyday lives. 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Contact Centre Agents Prepare To Work In Automated Contact Centre Of The Future. It also offers a range of professional services and devOps support, delivered by its highly accredited team of contact centre experts. 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. Businesses must recognise the need for efficiency and consistency across all the channels of communication they have with their customers. 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. 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. Know what will work with existing systems, what can improve them, and what will demonstrate value, all while taking into consideration what agents and customers need from such technology and what can help improve the experience on both sides of the phone. But there’s a significant risk that ignoring one of your channels will undermine the efforts and investment in others, as any lack of consistency in communication will damage customers’ trust and confidence, and variation in response times outside of clear SLAs will result in multiple contacts for the same issue, which is likely to hurt your brand and your pocket. But in its new role the contact centre will have evolve to deal with more responsibilities and far more complex issues. Information Entry and Management. 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. 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. In an increasingly complex, connected world the contact centre is set to become the interaction hub of the digital enterprise – responsible for support, interaction, education and data gathering. 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. 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. Why Automation in Contact Centres has Benefits for Recruiters as well as Customers. Build IVR into your mobile apps. If they say they need more help with certain repetitive tasks, look to introduce a process that will do just that. Contact automation delivers customer centricity and personalisation like never before. It’s an easy overlay to … Alongside continued efforts to remove and deflect the need for email communications into the business, the ability to consistently and efficiently process the remaining emails, plus voice and other digital back-office interactions, is crucial to a successful customer experience strategy these days. What is customer service automation? It’s also important to consider the agents when looking to implement a new automated system as they will be the ones using the technology on a daily basis. The latest industry trends reflect that … Instead, the majority of organisations across all industries continue to manage the emails within one or more inboxes, with manual manipulation of shared inboxes. Whether helping agents with their workloads, reducing call and wait times, or improving efficiencies in the systems, it’s essential to know what problems having automation technology can fix and what outcomes digital workers can deliver. Automatic call distributor (ACD) technology made it possible to filter and route calls to the right agent at the right time, dramatically reducing call waiting times. Many customers are still comfortable with emails because they can be authored when not ‘connected’ and sent as soon as they’re next online, with a clear time and date stamp. Contact centre agents are uniquely positioned to bridge the gap between the customer and the computer that they’re using to purchase a product, or complete an application etc. 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. However, in the mean-time, there’s plenty of opportunity to make quick improvements that could release operational costs to fund projects which explore those new technologies. Robotic process automation (RPA) is a tactical, short-term fix to digitise common, reproducible agent tasks in the contact centre. Source: Statista. The Call Centre Sector. 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. Hence, it becomes imperative for them to be driven by excellent customer service standards. Colin Hay Media archives within the contact centre solution are a perfect place to create a living library of machine learning and historical records of previous chat interactions. The benefits of improving efficiency metrics and being able to work round-the-clock are two-fold, helping both customers and agents through the customer journey. If human intervention is necessary, it will also automatically route the call to humans. According to 2017 statistics, the European call centre market generated $49 billion. 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. If enterprises are to learn from any of the lessons of the past, the importance of being able to contact a human in customer service is unlikely to wane. 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. The impact of Contact center automation Across all industries and all times, increasing efficiency and lowering costs has always been a driver for automation … Change to customer information is a common contact centre request. It was expected that the growth of self-service applications and customer portals would reduce the need for free-format email communications, but there are still many scenarios across all industries where email enquiries remain a vibrant and valued method of engaging with end users. After all, they are the heart of every contact centre. Automation technologies help centralize information and make contact center processes far more efficient, customer-focused and quality-centered -- essential in the era of multichannel customer service. But first, we need to set a foundation … Definition of customer service automation. 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. They combine learning from the contact centre and other parts of the business to provide advisors with real-time knowledge, as well as suggested solutions, to solve customer queries. 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. Not every process is a good candidate for automation, but here are three simple examples of RPA in action. Enghouse Interactive enables you to create a ChatBot and AI strategy for your contact centre by connecting and simplifying the automation and connectivity process … If you’d like to be the first to receive the latest updates and insights from our team here at Maintel, sign up to our newsletter by clicking the banner below! Millennials and Gen Z in particular, who are more digital-savvy than previous generations, are championing automated technology in their consumer journeys, with Guthrie Jensen finding that 75% of millennials prefer to solve their own customer service issues and that Gen Zers have higher expectations for technology and are more willing to experiment with new automated platforms. Hence, AI is a smart replacement to IVR for customer service augmentation. Contact centres deal with vast quantities of complex and unstructured information and information that is vital to customer satisfaction. The contact centre of the future will be a place where skilled employees deal with complex issues, solve problems for customers, drive value for their employees and have greater job satisfaction. UiPath for Contact Centers lets you leverage your existing technology infrastructure to provide intelligent automation across the entire customer service lifecycle. It’s also important to remember what makes a good automated process, as there are some that lend themselves more readily to RPA than others. Founded in 2001, the company has more than 300 customers and support more than four million transactions and 55,000 agents every day. 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. 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. From improving the efficiency of everyday process to reducing human errors, the benefits of RPA are numerous. Drive the conversation to where it needs to be. Automation in customer service is not a new phenomenon. What’s more, if their processes are made simpler through automation, stress levels will go down and engagement will soar, resulting in higher productivity, lower absence, lower churn and they will have better interactions with customers, improving the entire CX. At the end of the day, email communications will always have value, as long as the context and subject matter can’t or shouldn’t be dealt with in a more self-sufficient, structured, or convenient way. Furthermore, Gartner predicts that 25% of customer service operations will use virtual customer assistants this year. The contact centre industry is a genuinely global one. Steve is IPI’s Solutions director, leading the development of contact centre applications to deliver intelligent technology solutions to IPI customers. Contact center automation needs to deal with the fuzziness of human communication to maximize the number of successful journeys and minimize friction. 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. Leave your high volume contact tasks and simple support questions to our integrated robotics, and free-up your contact handlers to focus on more valuable work - like complex issues, account management, client retention and CSAT improvement. 3 use cases of RPA in contact centres. Automation, it seems, is inevitable. The knock-on effects will not only see improved and increased human interaction, but will also be good for the bottom line by reducing agent churn and call handling times and increasing first call resolutions. Messaging apps are growing to be an increasingly popular part of the customer conversation, and businesses are constantly turning to new channels to boost their service scenarios. If you’d like more advice to help ensure your customer experience strategy is successful, read more here. 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. Steve has worked at some of Europe’s biggest contact centre integrators and at the world’s largest workforce optimisation and analytics vendor. Contact centre automation, especially in key processes, is an effective way to achieve this. The question is, how can automation deliver fantastic new outcomes for contact centres? 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. Places where humans and robots work together, not against each other. Solutions such as contact center robotic process automation (RPA) focus on customer experience while also placing emphasis on agent development, performance, and engagement. Steve Murray is Solutions Director at IPI. Maybe it’s assumed that volumes will organically disappear sometime soon, or perhaps there’s an assumption that there isn’t an affordable fix. It also offers little or no reporting or statistics to guide continuous improvement initiatives. Skill-based routing (SBR) directs customer calls to the next available agent who … Many companies have already introduced RPA into their contact centres and seen the rewards. This allows the customer to dial direct to the department they are … 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. Whilst there are thousands of business initiatives underway to offer customers web-chat, digital self-service solutions, and mobile apps – increasingly powered by bots and AI – email processing remains an under-appreciated item on the customer experience agenda. With these figures in mind, Deloitte predicts that RPA will achieve near-universal adoption within the next three years. 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. Customer experience is in the midst of mass disruption. Contact centre automation, especially in key processes, is an effective way to achieve this. 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