The development of automated technology in the last decade has created levels of operational efficiencies and cost advantages that are now driving businesses across a wide spectrum of industries. Call centres have seen increasing adoption of automation to improve customer service, operational processes and technology challenges which are common across the industry.

DimensionData’s “2016 Global Contact Centre Benchmarking Report” confirms that 2016–2020 will be the years of “automated contact technology” [1] and DMG Consulting in the US has put automating intraday (or real-time) management at the heart of NewGen WFM [2]. The value of automating complex and time-consuming manual tasks, such as Real-Time Management and Intraday Management, is the next step for contact centres who are looking for greater employee efficiency, improved customer satisfaction and increased profitability. As contact centres with proactive automation capability is set to rise to 57.2% [3] in the next year the value of automated contact centre processes lies in:

  • Improving customer experience
    Companies who deploy Intraday Automation have a 37% year-on-year improvement in customer satisfaction rates compared with those who don’t [4].
  • Making the best use of staff
    Intraday Automation shows a 55% average improvement in agent utilisation and ultimately happier staff [5].
  • Increasing profitability
    Companies who adopted Intraday Automation achieve annual revenue growth 3x greater than those who haven’t [6].

Automatic Intraday and Real-Time Management is the power of prediction and prevention — being able to identify threats and suggest solutions in real-time is all about pro-active management of the day. Automating contact centre processes will increase the value of the industry, freeing up time that was used for highly repetitive tasks and re-deploy it for more productive and valuable activities.

How Intraday Automation Can Help Your Call Centre

[1] http://dimensiondatacx.com/summary-report/

[2] http://dmg.digitaldojomedia.com/april-2016-newgen-wfm-rescue/

[3,4,5,6] Aberdeen Group, Analyst Insight: The Strategic Value of Intraday management in the Contact Centre