Digital Automation

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.

3 Barriers to a Winning Digital Strategy

When it comes to your contact center’s digital strategy, there’s a never-ending amount of information to wade through and technology to choose from. All of these options can make it almost impossible to decide what you need to change or update and how to prioritize everything. When you do start planning, you can get so wrapped up in the digital side of things that you forget your very real audience.

Let’s go over three common barriers to creating a digital strategy that serves your customers.

Barrier #1: Assuming You’re Behind Everyone Else

One of the biggest assumptions about digital strategy is that every other contact center is doing it better. You know you have to create or improve your digital strategy but, feeling like you’re already behind your competitors, your don’t have the drive to do it.

Think of it this way, though – you wouldn’t skip over writing a business plan just because every other business has one, right? The same is true for creating your digital strategy, which is an integral part of your broader IT and business strategies.

Barrier #2: Focusing Solely on the Technology

Digital strategy is about so much more than the specific technologies you’re going to use. When you focus only on the tech, you can miss the bigger picture: connecting with people in the digital age. Your agents, employees and business partners have different expectations than in the past, and that’s due to the digital environment we now live, work and communicate in. Digital strategy has to take this into consideration. Instead of a replacement for relationship building, tech is best when used to uncover the better ways to connect and customize that connection.

Barrier #3: Converting Through Digital Interactions Alone

Your digital strategy only truly works if it makes your customers happy, right? If customer satisfaction goes down, you’re not really making progress, even if your contact center is operating in a high tech way. Since there are so many digital channels your customers are using, it can feel like the best way to spend your marketing budget is on more digital transactions. This is counterintuitive, though. Your digital strategy should leverage technology to help both your agents and your customers while leaving enough room for live, person-to-person communication.

How have you created a digital strategy that puts your customers first? Tell us in the comments.

Is the Contact Centre Part of Your Digital Transformation Programme?

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By Chris Ezekiel, Founder & CEO

I say this every year, but the Technology Innovation Showcase webinar Creative Virtual does with CRMXchange is one of my favourite webinars to present. This was the fifth year running that we’ve participated in the webcast series, and it was our most popular one yet with a record-breaking number of registrations. I love this webinar because it gives me a chance to share more live demonstrations than slides, and I know the best way to understand how our technology works and what it can do for customers and organisations is to see it in action.

For this year’s Showcase, I focused on the theme of ‘Chatbots, Virtual Agents and Your Contact Centre’. There’s so much buzz and hype, as well as unrealistic expectations and disappointments, around artificial intelligence (AI) and chatbots that it can be difficult to know how best to deliver, implement and support these types of solutions. My goal during the webinar was to showcase best practices in deploying chatbots in conjunction with human assistance for customer support and sales. I selected my demonstrations specifically to show how the virtual and real can work in perfect harmony to meet business objectives.

A few key takeaways from my presentation:

  • Artificial intelligence on its own is not the answer for customer support. Companies like Microsoft and IBM have been responsible for setting false expectations in regards to how AI can be deployed for customer service. Chatbots and virtual agents should blend human curation of content with machine learning. This hybrid approach enables the system to continually improve while also allowing control over the reliability of responses.
  • Every organisation is in the midst of digital transformation programmes and the contact centre needs to be a key part of that, although that’s not always the case today. In the future, the contact centre will be the centre of excellence for the knowledge used across customer support channels and organisations need to put the necessary tools in place to facilitate that change. By including the contact centre as part of this transformation instead of allowing it to become a siloed and outdated entity, it benefits from lower costs, reduced staff turnover and more engaged, skilled and happier agents.
  • Customers are starting to specifically demand chatbots for digital self-service, with research showing that many would choose to interact with a chatbot before a human to get instant answers. To meet the demands of customers, organisations need more than just chatbots and virtual agents that are available 24/7 though. Over the past several years providing an effortless way to interact with your company has become more and more important. Instead of offering a wide range of support options for customers to choose from, you need to offer one place for customers to ask a question and for that system to be the intent matcher. Then, once you understand the intent, immediately provide the most appropriate method for assistance. You also need to provide a seamless experience that’s available on any device, can easily switch between languages and provides personalised responses.

I invite you to watch the recording of the webinar on-demand to understand more about these three points and to see the live demonstrations of chatbots, virtual agents and live chat solutions that are currently being used by some of our customers around the world.

My thanks to Sheri Greenhaus and CRMXchange for organising and hosting another successful Technology Innovation Showcase for us. I’m already looking forward to presenting again next year.