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Traditionally, workflows have been way a to present simple information in an organized and logical manner. They are very helpful in communicating the structure of a complex system or an organizational hierarchy. However, that is all they do; statically display visual information to another person. One of the main goals when originally developing the SpiceCSM Process Workflows was to be able to present complex and dynamic information. We wanted to give users with a specific skill set the ability to convey their knowledge to a large number of less skilled users in a structured, dynamic and logical way. Additionally, we needed the ability to import data into the process so that the less skilled user did not have to use a separate system to look up information. Those original requirements gave the process workflows an enormous amount of power and flexibility. As the years passed, we saw the way processes were being used had evolved in ways we had never imagined when originally designing the SpiceCSM Process Workflows.
When looking for a process automation solution it is easy to get caught up in the hype around Robotic Process Automation (RPA). But when you really examine the options available it is clear that standard RPA solutions don't even come close to competing with Intelligent Robotic Process Automation (iRPA).
Typical decision trees like the ones you see in flow-charting applications are essentially step-by-step guides that walk a user through a process and provide them with the next best steps based on their selections. They sort complex processes into incremental steps so they are easier to follow, but that’s about the extent of the functionality for most decision tree implementations. There’s no intelligence or logic and the processes are contained in their own little boxes.
The job of a contact center manager isn’t easy and it requires balancing of many competing business initiatives. First and foremost, customer engagement is a high priority. A pleasant encounter with a company’s call center goes a long way to establishing goodwill, so an agent must provide a vibrant, rewarding experience. Solving problems quickly and responding to questions with valuable information can also result in repeat business from satisfied customers. Still, productivity is of utmost importance for both experienced and newly trained agents.