Automating Customer Service Processes

Join this conversation on how we set up our teams to deliver their most valuable talents by automating necessary tasks that keep them from the customers that need them.

May 18, 2023 9:00 AM - 2:00 PM

Event Assets

Description

Featuring examples of Contact Center Automations from Brian Hagel of Kohl's and Order Management examples and more from Nick Carpenter of Esker!

Automation of processes in customer care teams is becoming increasingly prevalent as companies look for ways to enhance efficiency, reduce costs, and provide a better customer experience. One of the key possibilities of automation is that it can free up customer care teams to focus on more complex and high-value tasks, such as resolving complex issues or providing personalized support. By automating repetitive and routine tasks, such as responding to common queries or processing standard requests, customer care teams can become more productive and efficient. This is good, because according to Qualtrics XM Institute 62% of surveyed customers still prefer to work with a human being when completing common interactions. Whether chat, phone or in person that means there is still a lot of demand for your teams attention.

However, there are also several challenges associated with automating customer care processes. One of the biggest challenges on the customer side is ensuring that the automation is able to accurately and effectively replicate the human touch that customers expect. Automated responses that feel too robotic or impersonal can actually harm the customer experience, rather than enhancing it. Additionally, companies need to be careful to ensure that automation does not replace the human touch entirely, as many customers still prefer to interact with a real person when they have a problem or issue. On the organizational side to automate processes can involve multiple software programs, sources of data as well as investment to create and maintain them.

Despite these challenges, the benefits of automation for customer care teams are significant. Not only can automation improve efficiency and productivity, but it can also lead to cost savings, particularly as companies can reduce the number of customer care agents needed to handle routine tasks, allowing them to focus more on personalizing the experience for their customers. Additionally, automation can help to improve the quality and consistency of responses, as automated systems can be programmed to provide accurate and standardized information. Ultimately, by combining automation with human expertise and empathy, companies can provide a superior customer experience that meets the needs and expectations of their customers.

In this Peer Group meeting we will share examples and possibilities as well as an opportunity to hear from and share with each other, on how we can automate where we can to let the unique skills of our people shine in support of our customers. We look forward to learning together with you!

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Agenda Items

9:00 AM	Setting the Stage
9:20 AM	Brian Hagel of Kohl's
10:10 AM	Break
10:25 AM	Nick Carpenter of Esker
11:15 AM	Breakout Discussion
	Virtual Audience
11:15 AM	Develop Breakout Topic Agenda
	In-person Audience
11:20 AM	Lunch
	In-person Audience
11:55 AM	Wrap-up
	Virtual Audience
12:00 PM	Adjourn
	Virtual Audience
12:10 PM	Breakout Discussion #1
	In-person Audience
1:00 PM	Breakout Discussion #2
	In-person Audience
1:55 PM	Wrap-up
	In-person Audience
2:00 PM	Adjourn
	In-person Audience

Additional Information

Location: UW-Madison Pyle Center (in-person); EventsAir (virtual)
Location Address: 702 Langdon Street, Madison, WI 53706

Contact: Events Team, (608) 263-0635, events@uwebc.wisc.edu