The Evolving Role of Process Automation and the Customer Service Experience

摘要

Give contact centers credit. In their effort to improve customer service and increase the effectiveness of how service is provided, many centers have made significant investments in technology as well as people. One payoff has been contact center automation and the efficiency it produces for managing customer interactions. Yet, bottom line, the pressure remains to improve service processes overall and reduce costs at the same time. To that end within the service chain, the process improvement focus is shifting from front line agents to back office support staff, subject matter experts, field service teams, etc. - components that indirectly serve the customer, but that directly impact cost and service outcomes. Can automation improve the way these indirect resources perform? Certainly it can. The key is to extend automation and its best practices from the contact center to customer service processes and touch-points throughout the organization.