Download pdf - 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


Focus on Success



An Oxymoron?


We Agree!

You want success

Your team wants success

Your Golden ticket awaits


Work is Stifled by Clutter


Complexity on your agent’s desktop is a

problem for the contact center.



Clutter on a Grand Scale!

Manual Activity vs. Automation


Desktop Automation and the End of Clutter



Manual Activities That Can Be Automated

Agents rekeying the same info over and over

Complex rules and laborious steps

Note taking at call wrap


Manual Activities That Can Be Remedied

Complex navigation across multiple systems

Answering customer/prospect inquiries

Presenting relevant “next best offer” for upselling


Manual Activities That Can Be Remedied

Training and repeatedly re-training

Repeating copy and pasting

Simple and complex tasks


• 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


• 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


How Do I Get Started?


How to Get Started with Desktop Automation

Find 3-5 manual steps you want to eliminate

– That you do frequently

– Across lots of people


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


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


2015 Desktop Automation Planning Session• Engage 1:1 with Desktop Automation Expert

• Discuss Your 3-5 Automation Areas

Email Us: [email protected]


Upcoming Webinar

Our next webinar will be held on

February 12, 2015.


Q&A

Questions?


If you would like more information, feel freeto contact me.

Questions? Email me at [email protected]

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@franciscarden

@openspan

Join the OpenSpan conversation!


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