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Why Contact Center Operators Need to Take Advantage of Intelligent Automation

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By 2020, customers will manage 85% of their interactions with brands without talking to a human. So say the researchers at Gartner.

Perhaps this is why many line of business owners see the future of customer service in emerging technologies such as artificial intelligence (AI), software robots, and machine learning (ML). The truth is, in today’s hyper-competitive digital economy, organizations that choose to embrace intelligent automation will come out on top.

The call center industry will be transformed by the use of intelligent automation to drive productivity and customer satisfaction. Beyond the technology, it’s essential for call center managers and agents to focus on efficiency, so they can spend less time on routine activities, and more time on improving customer experience, driving customer loyalty—and increasing the lifetime value of their customer base.

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Why Contact Center Operators Need to Take Advantage of Intelligent Automation

  1. 1. Why Contact Center Operators Need to Take Advantage of Intelligent Automation
  2. 2. The Future of Customer Service By 2020, customers will manage 85% of their interactions with brands without talking to a human, according to researchers at Gartner.
  3. 3. Intelligent Automation The call center industry will be transformed by the use of intelligent automation to drive productivity and customer satisfaction.  
  4. 4. The traditional contact center operation model The traditional model is based on a tiered approach to customer service: A customer calls to resolve an issue, the agent fields the call and answers some basic questions, the customer is routed to the appropriate department or representative to handle the issue.
  5. 5. Emerging Technologies The call center value chain has become more sophisticated, expanding far beyond the human agent with the emergence of technologies like: conversational interactive voice response (IVRs) intelligent routing and triage virtual assistants social media chatbots
  6. 6. Support The traditional contact center model has evolved to support multiple channels and advanced technologies.
  7. 7. Lack of Advanced Customer Service According to one Gartner report, 85% of customer service centers now have multi-channel capabilities. And, yet, most lack any form of advanced customer service case management or problem resolution functionality.
  8. 8. Changing Priorities To succeed, enterprises need to prioritize customer journey mapping and gain a deeper understanding of the capabilities required to deliver exceptional customer experience.
  9. 9. Intelligent Automation Technologies like: AI, machine learning, IoT and Robotic Process Automation (RPA) have immense power to develop this foundational understanding.
  10. 10. Building a Smarter Contact Center Call center agents must be able to seamlessly navigate multiple communication channels—in real-time—across the customer journey. This is where a core suite of seamless, multi-channel technology integrations can empower agents by providing context to customer interactions via a comprehensive customer record.
  11. 11. Understanding Your Customer Intelligent automation has the power to bridge communication channels and back-end systems across the enterprise, to deliver a single view of the customer.
  12. 12. Faster Problem Resolution Built on a case management approach, combining AI and automation capabilities can enrich case logic by providing recommendations for better, faster problem resolution.
  13. 13. Empowering Agents Additionally, this convergence of technologies can also help contact center operators maintain comprehensive communication histories across every channel, and ultimately empower agents to consistently meet customer expectations.
  14. 14. Learn More appian.com/customer-contact-center/ facebook.com/AppianCorporation linkedin.com/company/appian-corporation youtube.com/user/appian twitter.com/appian instagram.com/appiancorp

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