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Did you know Desktop Automation can reduce contact centre AHT by 20% in just a few weeks? It might seem like an unlikely feat, but the transformations we’re seeing from OpenSpan customers are pretty remarkable! OpenSpan Desktop Automation solutions are running in many of the world’s top-tier call centres. Spend 30 minutes with us to learn how you can quickly and with minimal effort drive down handle times, increase first call resolution and increase revenue – just by simplifying your contact centre agent’s desktop. You may have never even heard of “Desktop Automation” before – but hundreds of contact centres today are using this technology to impact service operations. From 35,000+ seat contact centre operations to smaller regional centres, these banks, telecommunications, insurance and retail organizations are experiencing real benefits with near-immediate returns. Desktop Automation has the potential to impact a broad scope of KPIs within your contact centre. Other benefits our customers are seeing: • Increased first contact resolution • Decreased average handle time • Decreased errors • Increased average revenue per transaction • Increased upsell and cross-sell Desktop Automation delivers an agile approach to your transformation objectives. If you are in IT or contact centre operations and your CEO is demanding operational efficiencies quickly - Desktop Automation gives you the golden ticket for customer experience success.
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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
3 Desktop Automation: Your Golden Ticket to Customer Experience Success
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?
6 Desktop Automation: Your Golden Ticket to Customer Experience Success
We Agree!
You want success
Your team wants success
Your Golden ticket awaits
7 Desktop Automation: Your Golden Ticket to Customer Experience Success
Work is Stifled by Clutter
8 Desktop Automation: Your Golden Ticket to Customer Experience Success
Complexity on your agent’s desktop is a
problem for the contact center.
9 Desktop Automation: Your Golden Ticket to Customer Experience Success
10 Desktop Automation: Your Golden Ticket to Customer Experience Success
Clutter on a Grand Scale!
Manual Activity vs. Automation
11 Desktop Automation: Your Golden Ticket to Customer Experience Success
Desktop Automation and the End of Clutter
12 Desktop Automation: Your Golden Ticket to Customer Experience Success
13 Desktop Automation: Your Golden Ticket to Customer Experience Success
Manual Activities That Can Be Automated
Agents rekeying the same info over and over
Complex rules and laborious steps
Note taking at call wrap
14 Desktop Automation: Your Golden Ticket to Customer Experience Success
Manual Activities That Can Be Remedied
Complex navigation across multiple systems
Answering customer/prospect inquiries
Presenting relevant “next best offer” for upselling
15 Desktop Automation: Your Golden Ticket to Customer Experience Success
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
17 Desktop Automation: Your Golden Ticket to Customer Experience 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
18 Desktop Automation: Your Golden Ticket to Customer Experience Success
How Do I Get Started?
19 Desktop Automation: Your Golden Ticket to Customer Experience Success
How to Get Started with Desktop Automation
Find 3-5 manual steps you want to eliminate
– That you do frequently
– Across lots of people
20 Desktop Automation: Your Golden Ticket to Customer Experience Success
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
21 Desktop Automation: Your Golden Ticket to Customer Experience Success
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
22 Desktop Automation: Your Golden Ticket to Customer Experience Success
2015 Desktop Automation Planning Session• Engage 1:1 with Desktop Automation Expert
• Discuss Your 3-5 Automation Areas
Email Us: [email protected]
23 Desktop Automation: Your Golden Ticket to Customer Experience Success
Upcoming Webinar
Our next webinar will be held on
February 12, 2015.
24 Desktop Automation: Your Golden Ticket to Customer Experience Success
Q&A
Questions?
25 Desktop Automation: Your Golden Ticket to Customer Experience Success
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
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