There are dozens of ways to optimize your contact center for modernized customer service capabilities and better workflows for your contact center employees. Contact center automation tools are at the top of that list as one of the most accessible ways to accomplish this – from IVR and IVA capabilities to workflow automation and data analytics, keep reading for Kenway’s top contact center automation tips.
Contact center automation is the use of pre-programmed systems and workflows to accomplish routine tasks that are time-consuming and monotonous for contact center agents. Using automation and AI capabilities creates opportunities to reduce resources spent on these costly manual tasks and increase overall contact center performance.
Call center automation solutions make life easier for everyone involved in your contact center — from your customer service representatives to data analysts and employees.
Streamline operations
Contact centers can streamline operations by setting up workflows for repetitive tasks (like text alerts or email triggers) and using agent-assist technology to summarize interactions, write notes, and provide agent-action recommendations for more efficient customer service.
Tracking call center metrics like average handle time and customer satisfaction scores through automation reduces room for error in manual documentation for a more accurate and efficient process.
Improve efficiency
Speaking of efficiency, contact center automation tools can aid in efficiency for every contact center user. Repetitive, time-consuming tasks like logging and analyzing data become a breeze when automated for you.
Testing automation is another way automation tools can be used to explore the efficiency of various use cases. An automated testing platform like Botium by Cyara uses AI to test the accuracy of your generative AI chatbots for continuous improvement, even when your employees are off the clock.
Enhance customer experience
The focus of contact centers is and should always be customer experience. Every AI tool walks a fine line between optimizing or being detrimental to the customer’s experience — but when done well, contact center automation can anticipate and answer customer questions and provide increased availability compared to a 9-5 contact center employee.
Does your organization use call center automation solutions? Whether you have never used automation and AI or you simply need an upgrade in your current system, a suite of varied options is available to suit your organization's specific needs.
Although contact center automation is important, rushing into an automation system without a strong strategy will set your organization up for more failure than success.
Focus on determining your organization’s specific needs through data research, getting company-wide buy-in, and ensuring your infrastructure is optimized to effectively implement a new automation software.
Once those foundational elements are established, you are now ready to choose a specific contact center automation provider. Some of these software options are:
All of these platforms feature tailored contact center automation services, but also provide general CCaaS capabilities as well. Find the software that will best serve your company and get ready to start implementation!
Determining which software to use, what the unique needs of your company are, and which automations to prioritize can feel like a full time job in and of itself. Kenway Consulting is home to contact center experts who do the heavy lifting for you — we will walk you through the process of choosing the best contact center software for your business, implementing automations, and conducting testing to ensure everything is running smoothly.
Ready to connect with our AI and Contact Center experts for a solution customized to your organization’s needs? Reach out today to get started!
What is contact center automation?
Contact center automation is the use of AI and machine learning to optimize your contact center chatbot, data entry, and workflow processes. Contact center automation trends include using generative AI to answer employee questions
How to determine what automation to use in a contact center?
The automations you choose for your contact center are dependent on the unique needs of your business. Consider important contact center automation trends like the use of generative AI, but also gather information from employees, customers, and other stakeholders to determine where optimization is needed, and then identify which call center automation solution could be the best fit.
Why is automation needed in the contact center?
Automation is necessary due to the number of repetitive tasks required to run an efficient contact center – rather than busying your contact center team with repetitive data entry tasks, offloading that work frees up your employees for work that will serve customers and your organization more effectively.