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Automation in Contact Centers

> Automation is the future of digital transformation

Automation in contact centers allows streamlining processes, promoting improved customer service and increased satisfaction.

It is a reality that nowadays we are more and more accustomed to the use of technology in everyday life, in fact, the more technological it is, the better comfort it offers us, for example: when your alarm goes off in the morning or your appointment reminders, as well as communications with family and work. 

It doesn't sound very nice when we say that we are dependent on technology, but it's true, we depend on the conveniences offered by our smartphone and the internet, its applications and constant connectivity. Automations on their side, are an incredible improvement that makes many aspects of our daily lives easier, such as making an online reservation and having the confirmation arrive in our email inbox. 

Automations make many processes easier, so it is inevitable that they are not implemented in contact centers, but what do we know by automation? We could define it as a way of using technology to perform tasks with very little human intervention. It can be implemented in any sector where repetitive tasks are carried out.

Little by little, the Contact Center service is adapting to automations, using applications such as forms, whatsapp or chatbot, which allows to manage the reservation of appointments and appointments in a more efficient way, avoiding long waits in a call. 

Automation has insurmountable benefits, here are some of them: 

  •  Advanced level of responsiveness.
  • Preventive customer care
  • Response system with virtual service agents on different platforms
  • Real-time support through frequently asked questions.
  • 24/7 Services
  • Integration with human agents or managers
  • Greatly improves financial impact
  • Enable the collection of any valuable information

Having automated technologies not only improves customer service, but also helps build the rest of your business, at SkyTel we can help you. 

If you want to know more about our services, leave us your information here to coordinate an assessment with our specialists.

Remember that to learn more and stay up to date with the latest news from the world of technology and business, you can subscribe to our newsletter by clicking here.

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