We’ve all heard the phrase ‘Work smarter, not harder’, and often people assume this means cutting corners or lower quality. However, with Workflow Automation, this couldn’t be further from the truth. Workflow Automation isn’t just a quick fix or a slapdash solution, it enables you to take lots of complicated, repetitive processes and automate them to create a more straightforward, more efficient, and more manageable structure.
Here are just a few reasons why you should consider a workflow automation solution for your business:
Boost agent productivity
We all know the quickest way to solve a problem is to go straight to the source. That’s why when customers have an issue or query, they contact your agents. Regardless of how complicated the request is, the majority of the agent’s time will usually be spent carrying out the same repetitive and mundane tasks, which not only suck the life out of your agents, but also prevent them from delivering exceptional customer experiences. With WFA, you can automate those tedious tasks and free up your agents to tackle the big stuff. This also leads to higher job satisfaction for your employees, reducing agent turnover rates and ensuring you retain the right talent within your organisation.
Improved, more human customer experiences
Heightened expectations in recent years mean that, just like a toddler throwing a tantrum, customers want it, and they want it now. Customers are expecting straight forward seamless transitions and proactive resolutions, but are experiencing long call queues, dodgy hold music and infuriating bots that don’t seem to understand plain English. WFA means you can foresee queries, delays or issues and automate how these are dealt with, leaving agents to deal with escalated problems that probably need a friendly face (or voice) to reassure the customer.
Real time data
Being able to connect systems across your business means you have access to a rich base of information that gives you insights into your organisation’s processes. Workflow Automation shares data in real time, allowing you to make informed decisions and manage different systems, driving business agility and responsiveness. In our recent study, Babble found that 86% of contact centre leaders feel that creating a personalised customer experience is one of the most important features of an AI solution. Agents being able to address customers’ questions and concerns in real-time, and reach them proactively with thoughtful, actionable insight allows them to create a personalised, seamless customer experience.
If you’re ready to start working smarter, read our whitepaper to find out how 100 senior leaders in European contact centres are augmenting their workforces and customer experiences through automation.
