How Desktop Automation Improves Agent Performance

Desktop automation has a major impact on the customer service industry. Contact center agents use automation to finish tasks faster and quickly access data, which leaves plenty of energy for delighting customers and providing top notch service.

How Desktop Automation Tools Work

• Hotkeys or triggers immediately start a specific workflow on the computer. By triggering a workflow with just one click, agents save a lot of time that used to be spent on manual processes.
• Desktop automation software usually comes with standard workflows that you can start using right away. You’ll also have the option to customize the workflows or create brand new ones.
• Different apps trigger different actions based on how the customer interacts with it, all without requiring the agent to be logged in at the moment.

Sample Desktop Automation Workflow

Step 1: Software identifies and authenticates the customer.

Step 2: A live agent listens to the customer and then determines that they need to provide more information.

Step 3: The software collects the additional data.

Step 4: The live agent reconnects with the customer to verify that the information has been received and to finalize the conversation.

This may sound clunky if you think of it in terms of a calling customer ­– transferring a customer back and forth between a computer system and an agent is frustrating. However, if it’s happening on live chat, the customer probably won’t realize when they’re speaking with a chatbot as opposed to a real agent.

Benefits of Desktop Automation

• Desktop automation puts robots next to agents so they can carry out simpler tasks. The robots are unobtrusive – they’re a tool for the agents, not something that gets in the way.
• Automation tools also handle the tasks that are more prone to errors when in the hands of live agents.
• Desktop automation tools don’t get tired. They’ll continue making the same decisions no matter how long they’ve been working. Agents are then free to connect on an emotional level with customers and they’ll have the energy needed to do so.

Contact center systems can be complex, with multiple applications for different needs. This is why so many contact centers are streamlining operations with desktop automation. Existing applications can be combined into one user-friendly platform to ease workflows and automate tasks. Agents no longer have to spend time on data entry or get stuck navigating complex systems.

5 Ways RPA Enhances the Contact Center

Robotic process automation (RPA) uses software and robots to capture and parse data. In the contact center, RPA supports the IT department and streamlines workflows. Though some feel that jobs will be lost to RPA, the more likely outcome is that RPA will elevate contact center performance and help live agents deliver better, richer service. Here are five ways that RPA enhances the modern contact center.

1. A large volume of data can be moved quickly.

There are many reasons why contact center data may need to be moved: if the data comes from various databases but has to be combined in order to carry out a process; if databases have to be filled in with bulk information; or if data has to migrated from an old application to a new one. RPAs can manipulate data incredibly quickly, whereas manual entry would take up far too much time.

2. The customer experience is improved.

Having to ask for the same information more than once is frustrating for both the agent and the customer. RPA is able to collect information at the start of a query, then immediately add the data to any of the platforms the agent will be accessing. By eliminating the need for extra data entry, the agent can solve the customer’s problem quickly and move on to the next person in the queue.

3. Desktop automation improves employee confidence.

Rules-based desktop automation can handle specific employee tasks, turning employees into decision-makers instead of sidetracking them with basic duties like filing and updating customer information. When employees feel that they’re needed for complex issues, they’re more likely to be engaged with their job and devoted to customer satisfaction.

4. Time is maximized.

RPA allows for real-time data collection and analysis because it’s able to process information in mere seconds. Moreover, data processing via RPA is accurate, eliminating the need for time-consuming corrections. The contact center’s analysts can then devote more time to completing higher-level tasks.

5. Workflows are optimized.

There are numerous optimizations that result from RPA. Live agents can handle customers who need personalized attention. First Contact Resolutions rates are improved, as is accuracy. Following up with customers is also streamlined.

RPAs are bound to become the standard in contact centers. Knowing how to work with them and designing your processes around automation will help propel your customer service forward.