Workflow automation software is quickly becoming necessary in today’s fast-paced and challenging workplaces. While it may be impossible to fully automate every task in an employee’s to-do list, McKinsey estimates that 60% of employees could save up to 30% more time with automation.
Automation tools are growing increasingly valuable in the contact center landscape, where employees are under more pressure to serve customers with fast, personalized interactions on multiple channels. With the right resources, business leaders can empower their team members to accomplish more in less time without compromising on customer satisfaction.
What’s more, as technology continues to evolve, these tools are growing increasingly more advanced, leveraging the latest solutions in AI and machine learning to supercharge employee success.
The Benefits of Workflow Automation Software
Workflow automation software is emerging as a crucial part of the technology stack, particularly in the contact center. While some employees are still reluctant to embrace automation tools, 74% of respondents in one survey said they believed automation could help them streamline daily tasks.
Here’s why every company should consider investing in workflow automation software this year.
1. Save Time with Workflow Automation Software
Managers say that they spend around 8 hours a week on manual data tasks that could be automated by the right software. In the contact center landscape, the average employee has several data-driven tasks to complete daily, from taking notes to uploading information to a CRM.
Workflow automation software allows employees to automate time-consuming and repetitive tasks, whether transcribing a call or following up with a contact. Team members spend less time on monotonous tasks and more time delivering powerful and memorable experiences.
2. Reduce Operational Costs
Automation doesn’t just save employees and companies time; it can also help save money. While investing in automation solutions can initially be expensive, the ROI is significant. First, workflow automation software saves teams time, ensuring they can complete tasks faster. This means companies can potentially accomplish more with fewer employees.
Secondly, adopting new workflow automation tools and software helps to save companies money on managing and running expensive and outdated legacy solutions. Automation software also reduces errors, so teams spend less money fixing mistakes.
3. Improve Productivity with Workflow Automation Software
One of the most apparent benefits of workflow automation software is the ability to boost employee productivity. When team members don’t have to focus all their time on manual, repetitive tasks, they can concentrate more on the work that matters.
With fewer repetitive and mundane tasks to complete, employees are also less likely to experience the brain fog and cognitive drain that can take place over time. This can leave them feeling more motivated and lead to improvements in agent KPIs.
4. Reduce Errors and Inconsistencies
Manual processes aren’t just time-consuming. They can also be prone to errors, particularly when employees feel disengaged and drained. Studies show that 32% of companies experience reduced human error after adopting workflow automation software.
This means companies benefit from more accurate data in the contact center. Plus, automation can help to minimize compliance issues, too. Automated solutions can ensure the right sensitive information is redacted or securely stored in suitable locations.
5. Increase Transparency with Workflow Automation Software
Standard processes in the contact center involve multiple people working with various software and tools. However, when tasks are completed manually by different groups, this can lead to inconsistencies and data silos. Workflow automation software can provide companies with greater transparency, reducing risks and improving data insights.
Companies can unify UCaaS and CCaaS processes with automation tools and provide employees and supervisors with critical pathways to follow. This provides extra visibility to business leaders and helps managers to pinpoint potential roadblocks to productivity and efficiency.
6. Strengthen Customer Relationships
Manual processes are more error-prone and often take more time to complete. This is problematic in the contact center landscape, where mistakes, delays, and inefficiencies can harm customer satisfaction scores. Empowering teams with workflow automation software ensures they can be as efficient as possible when interacting with contacts on multiple channels.
Automation tools can help employees quickly access information to deliver more personalized experiences and reduce errors. Plus, they can ensure teams maintain strong relationships with prospects, allowing them to follow up with leads at the right time.
7. Transform Employee Engagement
Workflow automation tools don’t just positively impact customer experience; they can also enhance the satisfaction and engagement of employees. 33% of employees say they leave their roles because they’re bored in their current jobs. With automation software, businesses can reduce the daily tedious and menial tasks staff members need to complete.
Automation tools can handle monotonous administrative tasks like sending follow-up emails or inputting data into a CRM, while agents focus on valuable work. This not only improves satisfaction for staff members but also improves efficiency throughout the entire workplace.
8. Improved Business Processes
Implementing workflow automation software doesn’t just mean minimizing tasks like inputting data into a CRM or database. It can also open the door to improved processes in various parts of the business. Automation tools can integrate with multiple solutions throughout the industry, such as UCaaS tools, to enhance collaboration and internal communication.
They can also assist businesses in collecting valuable data from processes, making monitoring and optimizing the customer journey easier, or delivering training and support to employees. There are even automation tools that can coach staff members in real-time, helping them to achieve better results without relying on the input of supervisors and managers.
Unlock the Benefits of Workflow Automation Software
Workflow automation software empowers companies and their employees to accomplish more in the contact center without compromising employee or customer satisfaction. The right solutions can increase revenue, reduce costs, and even improve compliance with regulatory standards.
As evolving AI solutions continue to enhance the workflow automation landscape, contact center leaders can unlock even greater benefits with the right automation tools.