Five Contact Center Automation Examples You Can Implement Right Now
Posted: Thu Dec 05, 2024 5:47 am
We’ve rounded up five of the best contact center automation examples for help you drive efficiencies and meet the changing needs and expectations of your customers.
The global pandemic accelerated these changes, and highlighted the competitive advantages that contact center automation provides. According to CCW Digital research, nearly 60% of consumers now care more about the customer service experience, as a result of COVID-19. The top two priorities consumers demand are “accuracy of information and resolution,” (42%) and “speed and efficiency” (33%) – only obtainable through the right technologies.
Many customer-centric companies are choosing to automate their contact centers so they can keep their business running while:
managing fluctuating call volume
measuring and optimizing workflow
reducing agent effort
decreasing operational costs
increasing CSAT scores
To help you keep up, we’ve highlighted the best contact center employment database automation examples, and how to implement them, below.
Contact center automation starts with your data
The first step to automating your contact center is to find out where your data lives. Whether it’s on-premises or in the cloud, understanding how to get your hands on it is crucial. If your organization doesn’t have a proper strategy for unifying data, AI can become costly and unmanageable.
For this reason, it’s best to consider implementing a solution that has a built-in customer segmentation tool that keeps it all in one place – and preferably one that doesn’t need massive technical or development investment. Once all your data’s been connected, this type of solution makes it easy for you to:
Create customized customer profiles
Merge duplicate profiles
Apply filters
Organize using tags
Combining and segmenting data in this way eliminates the need to prepare messages manually and creates a ˝data catalog˝ so agents of all skill levels can pick and choose based on customer needs – helping them provide personalized customer support.
Finding the right level of contact center automation
Automation is all about adapting the data you have coming in to help agents better serve customers through the channels they prefer. It’s also why more and more companies are moving their contact center to the cloud, introducing chatbots, and providing automated voice services.
What’s more is the automation examples mentioned above are channel agnostic, meaning the AI and customer data needed in one channel can be easily incorporated into another. They also learn over time, as they expand and are fed more data, through natural language processing (NLP) and machine learning.
Although implementing these new technologies seems like a process, the right cloud contact center solution can make it easier – for both you and your agents. Below we’ve outlined how to make the most of automation in your contact center when you couple it with a web interface like Conversations.
The benefits of using automation via a cloud contact center
Streamline agent workflow with one workspace
With Conversations, your contact center team can access all the data they need, including information from your own CRM, ticketing, and ecommerce systems in one place.
The global pandemic accelerated these changes, and highlighted the competitive advantages that contact center automation provides. According to CCW Digital research, nearly 60% of consumers now care more about the customer service experience, as a result of COVID-19. The top two priorities consumers demand are “accuracy of information and resolution,” (42%) and “speed and efficiency” (33%) – only obtainable through the right technologies.
Many customer-centric companies are choosing to automate their contact centers so they can keep their business running while:
managing fluctuating call volume
measuring and optimizing workflow
reducing agent effort
decreasing operational costs
increasing CSAT scores
To help you keep up, we’ve highlighted the best contact center employment database automation examples, and how to implement them, below.
Contact center automation starts with your data
The first step to automating your contact center is to find out where your data lives. Whether it’s on-premises or in the cloud, understanding how to get your hands on it is crucial. If your organization doesn’t have a proper strategy for unifying data, AI can become costly and unmanageable.
For this reason, it’s best to consider implementing a solution that has a built-in customer segmentation tool that keeps it all in one place – and preferably one that doesn’t need massive technical or development investment. Once all your data’s been connected, this type of solution makes it easy for you to:
Create customized customer profiles
Merge duplicate profiles
Apply filters
Organize using tags
Combining and segmenting data in this way eliminates the need to prepare messages manually and creates a ˝data catalog˝ so agents of all skill levels can pick and choose based on customer needs – helping them provide personalized customer support.
Finding the right level of contact center automation
Automation is all about adapting the data you have coming in to help agents better serve customers through the channels they prefer. It’s also why more and more companies are moving their contact center to the cloud, introducing chatbots, and providing automated voice services.
What’s more is the automation examples mentioned above are channel agnostic, meaning the AI and customer data needed in one channel can be easily incorporated into another. They also learn over time, as they expand and are fed more data, through natural language processing (NLP) and machine learning.
Although implementing these new technologies seems like a process, the right cloud contact center solution can make it easier – for both you and your agents. Below we’ve outlined how to make the most of automation in your contact center when you couple it with a web interface like Conversations.
The benefits of using automation via a cloud contact center
Streamline agent workflow with one workspace
With Conversations, your contact center team can access all the data they need, including information from your own CRM, ticketing, and ecommerce systems in one place.