First-contact resolution, customer satisfaction scores (CSAT), Net Promoter Score (NPS). Ever get the feeling that as you’re working to move the needle on customer-facing performance metrics that something is missing?
That something could be robots, specifically robots in the back office. That’s because even though back-office processes and personnel aren’t on the customer-experience front lines, they are often an important step in the customer journey. And frequently that step is fraught with manual and/or redundant steps, extensive data entry across multiple systems, and inefficient management of resources and work queues. The result can be delays for customers on everything from order processing to installation scheduling to returns processing.
Robotic process automation (RPA) is changing the back office to make it far more productive, effective and accurate than ever before, shortening wait times and reducing frustration for customers—and that all adds up to a better customer experience.
Recently STARTEK helped a large telecommunications firm demonstrate the benefits of automating a resource-intensive back-office process: SIM activations. Using an RPA platform, STARTEK quickly mapped the process and built the robotic model to automate the work queue and steps within the process. The resulting solution uses guided workflow and automated task processing to help back-office specialists perform SIM activations faster and with fewer errors.
The SIM activation proof of concept quickly showed just how significant the impact of RPA can be on back-office processes. The initial results were impressive:
This was just a first step in showing that automating high-volume, back-office processes can have a dramatic impact on improving throughput, reducing errors, and ultimately making customers happier and more likely to stay with the brand.
Publish Date: April 12, 2018 5:00 AM
Combines knowledge management with call support as continue improvement.
eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.
FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.
Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.
Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!
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Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.
Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.
ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.
Knowledge is your company's most valuable asset. An intelligent Knowledge Base can harness that asset, supporting your customers and empowering your agents.
Purpose-built with your users in mind, the knowledge base stores all information your customers need and search for, from policies to product details. Integral to CX, an intelligent knowledge base allows customers the freedom to self-serve whilst delivering them great results at their convenience.
Internally, the centralised knowledge base equips your employees with all the knowledge they require to assist customers, enhancing not only the way agents work, but the impact on CSAT.
Knowledge can be seamlessly integrated with your customer service tools to ensure complete coherence of information, even when it's updated.
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