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How to get added capacity into your contact centre Brad Beumer, Customer Experience and Contact Centre Automation Lead at UiPath explores how intelligent automation can support your customers, boosting the employee experience and improving the customer experience.
Customer service remains one of the top ways customers interact with your brand. How you address customer complaints and challenges can leave a lasting impression — and customers demand better results the more they interact with you. More than half of all customers expect an improvement in customer service year-over-year, according to a recent survey. This demand for more knowledgeable and personable agents comes at a time of upheaval and turnover for the industry. Contact centre turnover hovers between 30-45% and disruption caused by the pandemic didn’t help matters.
In this environment, many customer service centres are turning to technology to reduce the stress on their employees. Solutions such as robotic process automation (RPA) and AI are increasingly being deployed with existing channels to create an intelligent virtual agent to help customers solve difficult issues without the need to speak with a live agent. This can increase customer satisfaction and boost employee satisfaction and retention. With automation and AI working together with existing service channels you can create an intelligent virtual agent available 24x7x365. This
