The Benefits of Contact Center Automation
David Burnie shares an article that explains how contact center automation helps contact centers achieve their goals of improving the customer and employee experience, lowering costs, and optimizing top-line revenue growth.
While live chat, email, and contact forms are increasingly popular for customer inquiries, the contact center is still a vital resource for companies. 76% of customers prefer to contact customer service over the phone. In addition, 64% of customers are more satisfied when companies offer real-time responses to their inquiries.
Contact center automation (CCA) enables organizations to deliver exceptional customer experiences, increase employee engagement, promote efficiency, and boost profitability. Desktop robots can automate tasks for frontline employees, increasing their capacity to take on higher-value work, like engaging with customers. We detail five benefits of CCA below.Customer experience
The quality of service that customers receive influences how they feel about your brand. CCA can improve customer experience, leading to higher net promoter scores (NPS) for your company. Here is how CCA improves customer experience.
Improved first call resolution
Customers are happiest when their problems are solved, ideally on their first call to your contact center. The most important driver of customer satisfaction is first call resolution. Customers want to have their concerns resolved as soon as possible. CCA simplifies work for frontline employees, making it easier to resolve issues quickly. CCA also reduces the need to send requests to the back office that can extend an interaction by hours or even days.
Quicker resolution of customer concerns
CCA improves the quality and speed of customer interaction. According to Blue Prism, CCA can reduce average handle time (AHT) by 50%. Call time is cut in half because CCA creates workflow shortcuts, eliminating lengthy manual processes and decreasing call and hold times. In addition, CCA can extract information from an interactive voice response (IVR) system and start processing requests before a customer speaks to a frontline employee.
Higher quality interactions
Frontline employees must have the knowledge to respond to customer inquiries quickly and accurately. FLEs can use CCA to gain faster and more relevant access to the answers to frequently asked questions (FAQs). When questions are answered easily, the entire call is of a higher quality. FLEs can also use CCA to retrieve customer information so they can personalize a call, leading to happier customers.
Key points include:
- Employee engagement
- Operational efficiency
- Risk control
Read the full article, 5 Ways Contact Center Automation Can Improve Your Contact Center, on BurnieGroup.com.