The robots are here to take our jobs!
Okay, that’s not true. The robots are here, but they are here to help us at our jobs.
Robots, or any other automation technology, can perform tasks more accurately and faster than humans, which saves businesses time and money. That’s why many contact centres today are employing automation technology. It optimizes internal business processes and makes full use of company resources.
Don’t be afraid of the robots. In fact, you should seek them out and be the first to implement them in your contact centre. It will help you stand out among your competitors!
To help you achieve a technology-based contact centre, here are some customer service automation technologies to look out for:
1. Customer Interaction Automation (CIA)
The most common CIA tools are Chatbots and Interactive Voice Response (IVR). IVR is the robotic voice at the end of customer service hotlines and Chatbots are behind the pop-up chats that greet you on a company’s website.
CIA tools often require that customers first interact with an automation before they can be transferred to a customer service agent. That’s because the CIA’s role is to collect preliminary data from customers and match them to the right agents.
The collected data will then be passed on to the agent. Hence, the agent will have enough information to help the customer and solve their problems in a timely manner.
Having CIA at the forefront of your customer service team increases service efficiency and consistency.
2. Forecast and Analysis Automation
As a business owner, you are constantly making business decisions. Some of which will make or break your business. Just like how Excite passed up on buying Google for only $750,000 in 1999. They missed out on a huge opportunity to be a part of the largest search engine in the world.
That’s the reason a lot of time and consideration is needed to make an informed business decision. However, you can’t afford to use up all your business resources on decision-making, so instead use Forecast and Analysis automation to sort and analyze large amounts of contact centre data.
Once the data is collected, most software can help visualize the data and help you uncover consumer trends and insights. This knowledge is helpful in determining the parameters to compare potential outcomes and help you decide the best choice of action.
With this technology, you can confidently make business decisions with your customer’s best interest at heart and not miss out on any golden opportunities.
3. Workflow Automation
Mundane and repetitive tasks make for bored agents. This means they are more likely to make mistakes and are not fully utilizing their potential to create value in your business.
Here is a solution: Leave the repetitive tasks to Robotic Process Automation (RPA) and let your agents focus on problem solving and creative thinking to improve customer experiences.
After all, your agents understand your customer’s frustrations the best and are perfectly poised to come up with solutions for their problems. Be it a product issue or a flaw in communication, your agents are better off reallocating their energy into problem solving.
Besides, it gives your agents flexibility, allowing experimentation and hybridization to find the right workflow for your contact centre.
4. Automated Agent Guidance
“Please hold, while I find the answer to your question”
This is what your customers do not want to hear when they call in. Your customers have places to be and people to see, so wasting their time on the phone is going to test their patience.
Stop making them hear this line and have automated agents help your agents find the right answers immediately.
Automated agents are bots that interact with your agents in real time and directs them to the most ideal answer, increasing First Call Resolution (FCR).
Automated agents can also read the situation and navigate agents through their calls. This can prevent unnecessary troubleshooting or running into legal issues.
A speedy and productive customer service experience means happy customers!
5. Sales Automation
Sales is a lot like dating. You have to build a rapport, maintain trust, and strive for a committed relationship with leads.
However, it can be difficult to maintain lead relationships when you have many leads to keep up with.
Sales automation is usually structured like a Customer Relationship Management (CRM) system. It can help contact centres keep track of each lead’s progress in the sales process and notify agents of when to follow-up with the lead.
Whether it’s time to send a reminder or push for a product, sales automation will know when the time is right.
Sales automation also takes note of how each lead reacts and will personalize the agent’s response accordingly. This not only creates an intimate lead experience, but it also presents the most appealing response to the lead and will speed up the sales process.
6. Scheduling Automation
Some might say cracking the DaVinci’s code is as hard as scheduling for a call centre.
Well, scheduling managers have to fit agent availability with work hours while also considering the number of agents they need, the skill sets of the agents, last minute scheduling requests…
…Are you getting a headache yet?
Here is an aspirin in the form of scheduling automation!
Scheduling automation incorporates Artificial Intelligence (AI) that can solve scheduling puzzles faster and more efficiently than humans can.
Scheduling automation streamlines the scheduling process and reduces back-and-forth dialogue between agents and managers.
The perfect schedule ensures agents are well-prepared, minimizes gaps in schedules, reduces customer wait time and optimizes the team’s schedule.
Now that you know what types of automation technology is out there, you should get started on implementing these technologies in your business.