Taking A Crawl, Walk, Run Approach To Contact Center Automation

Taking A Crawl, Walk, Run Approach To Contact Center Automation

Contact center automation can feel like the answer to many of today’s obstacles. The labor shortage, agent burnout, extended wait times, and an inferior customer experience are a few we hear on a weekly basis. While automation in the contact center certainly can alleviate frustrations, it is not as simple as flipping a switch to make it all go away. 

Wherever you find yourself and your organization on your contact center journey, we can help. Even if you don’t really know where you are or where to go, we can also help with that! This is what we do. It all starts with a current state assessment, knowing where you are helps us understand where you want to be. 

Quickly Deployable First Step Solutions 

Think of the impact being able to reduce 15-20% of your inbound traffic would have on your contact center. While we don’t have a genie in a bottle to grant you three wishes, there are some quickly deployable front-end solutions that help take some of the pressure off.  

Interactive Voice Response: One of the best tools available that can enhance the customer experience in your contact center. With the ability to easily integrate with top CRMs like Salesforce, the customer can quickly access the answers, updates, make changes, and more with their account.  

Chat Bots: One of the biggest areas of innovation in the contact center and beyond over the last 3 years has been the evolution of chatbots. There are solutions for every industry, and customers have come around to interacting with them, it is almost an expectation.  

Taking The Next Steps In Contact Center Automation 

Automation in the contact center can help in all aspects and functions. There are efficiencies and gains to be made outside of the front-end solutions that quickly come to mind. Innovation can help improve the quality and efficiency of agents.  

Agent Assist: Being able to provide real-time guidance to agents with a live person is a luxury we would all love to have. While having a live person to provide that assistance may not be possible, agent assist can. Having resources available to help guide the agent on the call, transcribe the notes for the agent so they can concentrate on the customer, or nudge the agent to the right information and so much more.  

Quality Assurance: The biggest hurdle to AI with QA has been being able to gauge what we once thought of as intangibles like empathy & understanding. That problem has been solved, while also being able to extract amazing data that maybe we have all missed. You can improve compliance, retention, and more with automation.  

Running Full Speed With Automation  

AI in the contact center has been largely reactive. Those days are in the rearview as investment in innovation continues to bring a proactive mindset to data, geographical trends and more.  

Predictive Engagement: Being able to get your product or service in front of the right customer at the right time is a real solution available today. The ability to identify past trends that can predict future behavior, seeing that a geographical area has a higher demand for a product, are a few of the many applications of AI as a revenue generator.  

Workforce Engagement: Have the right people in the right place at the right time. Know in advance how to schedule and plan. There are so many data points that can help you predict what skills and training is needed to prepare for peak times. Coupling this with the predictive routing of calls and efficiency begins to scale in your contact center. 

Bringing Automation Together In Your Contact Center  

For all that automation can help your organization accomplish, there is no Ron Popeil “Set it and forget it” approach. There is analysis, calibrating, and making sure agents are getting the most out of the tools at their disposal. The biggest gap we see is in education for the contact center on what is working, which is one of our many strong points. 

Today, we have touched on a few of the many options available for adopting automation in your contact center. There is only one right approach for your organization, and that starts with a conversation. Wherever you are on your path we can help, this is exactly what we do at InflowCX, and would love to help you on your journey!