Desktop Automation - Your Golden Ticket to CX Success
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Transcript of Desktop Automation - Your Golden Ticket to CX Success
Presented By:
Francis CardenCustomer Experience Advocate and OpenSpan Co-FounderTwitter: @franciscarden
About Francis Carden
Co-founder & General Managerof OpenSpan, Europe
Passionate CX advocate
Strategist for aligning technology to optimize the customer journey
2 Desktop Automation: Your Golden Ticket to Customer Experience Success
The Call Center is Constantly Measured
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Focus on Success
4 Desktop Automation: Your Golden Ticket to Customer Experience Success
5 Desktop Automation: Your Golden Ticket to Customer Experience Success
An Oxymoron?
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We Agree!
You want success
Your team wants success
Your Golden ticket awaits
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Work is Stifled by Clutter
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Complexity on your agent’s desktop is a
problem for the contact center.
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10 Desktop Automation: Your Golden Ticket to Customer Experience Success
Clutter on a Grand Scale!
Manual Activity vs. Automation
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Desktop Automation and the End of Clutter
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Manual Activities That Can Be Automated
Agents rekeying the same info over and over
Complex rules and laborious steps
Note taking at call wrap
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Manual Activities That Can Be Remedied
Complex navigation across multiple systems
Answering customer/prospect inquiries
Presenting relevant “next best offer” for upselling
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Manual Activities That Can Be Remedied
Training and repeatedly re-training
Repeating copy and pasting
Simple and complex tasks
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• Realized >$25m in Annualized Savings within4 Months – Leading Telecommunications Provider
See Quick Results
• Reduce Average Handling Times by 66%by Automating 22 Steps within Key Customer-Facing Payment Process– Major Retail Bank
Enhance Customer Service
• Reduce Key Credit Card File Matching Process from 135 to 30 Seconds in 7 weeks – Global Financial Provider
Improve Agent and Knowledge Worker
Productivity
Desktop Automation Real-World Success
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• Off-shore new hire agents out performed tenured on-shore agents by simplifying clientcall flows – Major BPO
Reduce On-Boarding Time
• Doubled the Number of Fraud Cases Processed without Adding Additional Staff – Leading U.K. Commercial Bank
Automate Back Office Processes
• 100% CSR Compliance and Audit Trails for Compliance Reporting – Major US Retailer
Ensure Compliance Adherence
• Reduced monthly attrition in tenured agents by 50% – Major BPO
Reduce Attrition
Desktop Automation Real-World Success
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How Do I Get Started?
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How to Get Started with Desktop Automation
Find 3-5 manual steps you want to eliminate
– That you do frequently
– Across lots of people
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How to Get Started with Desktop Automation
Calculate the savings– # of calls x people x days x seconds = £££
Build first set of automations, test, deploy– Typically in under 12 weeks
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How to Get started with Desktop Automation
Determine the next set of steps to automate and repeat
Refine the automations through powerful dashboards
Reap the rewards of this Agile Desktop through your transformation journey
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2015 Desktop Automation Planning Session• Engage 1:1 with Desktop Automation Expert
• Discuss Your 3-5 Automation Areas
Email Us: [email protected]
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Upcoming Webinar
Our next webinar will be held on
February 12, 2015.
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Q&A
Questions?
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If you would like more information, feel freeto contact me.
Questions? Email me at [email protected]
Follow us on Twitter:
@franciscarden
@openspan
Join the OpenSpan conversation!
26 Desktop Automation: Your Golden Ticket to Customer Experience Success