Reducing Handle Times with Automated Workflows
With these solutions in place, customers get faster answers, and agents spend more time on high-value interactions. Fewer call transfers, happier customers, and improved efficiency. With the right tools at their fingertips, agents spend less time on admin work and more time delivering great service. A connected experience keeps customers happy and businesses running smoothly.Customers expect fast, seamless support. BUT when Contact Centers rely on outdated processes, disconnected systems, and manual workflows, everything slows down—leading to long wait times, frustrated agents, and dissatisfied customers.
The good news? Workflow automation changes the game. By automating routine tasks and integrating AI-driven solutions, Contact Centers can improve efficiency, reduce costs, and create a better experience for both customers and agents.
Faster Resolutions, Shorter Handle Times
No one likes waiting on hold. Long handle times frustrate customers and drive up operational costs. The problem? Agents waste time on repetitive tasks like verifying customer details, searching for information, or manually logging interactions.
Workflow automation eliminates these inefficiencies by:
• Auto-verifying customer identity so agents can jump straight to problem-solving.
• Providing instant access to customer data instead of making agents search through multiple systems.
• Automating routine inquiries through self-service chat and voice assistants.
Higher First-Call Resolution (FCR) Rates
Customers want their issues resolved on the first call—but that’s often easier said than done. When agents don’t have quick access to customer history or the right resources, calls get transferred, and customers have to repeat themselves.
Workflow automation assists Contact Centers by:
• Use AI-powered self-service to handle common questions before an agent is needed.
• Route calls intelligently to connect customers with the right agent the first time.
• Give agents instant access to customer history and solutions so they can resolve issues without delays.
Smarter Agents, Better Performance
Great customer service starts with empowered agents. But too often, they struggle with disconnected systems, outdated tools, and unnecessary manual work.
Workflow automation improves agent efficiency by:
• Pulling up relevant customer data in real time, so agents don’t waste time searching.
• Automatically suggesting next steps based on previous interactions.
• Reducing after-call work by logging interactions and triggering follow-ups automatically.
Seamless Experiences Across Every Channel
Customers expect consistency—whether they reach out by phone, chat, email, or social media. But when workflows are disconnected, customers get stuck repeating themselves, and service quality suffers.
Workflow automation connects every touchpoint by:
• Syncing customer interactions across all channels so agents always have the full history.
• Automating follow-ups so requests don’t fall through the cracks.
• Ensuring consistent responses whether customers use self-service or speak with a live agent.
Is Your Contact Center Ready for Automation?
With the right solutions, customers get faster answers, agents focus on high-value interactions, and businesses see greater efficiency. Fewer call transfers mean happier customers, while streamlined tools free agents from administrative tasks, allowing them to deliver better service. Connected experiences keep operations smooth and customer satisfaction high.
Workflow automation isn’t just about efficiency—it’s about building a smarter, faster, and more customer-centric Contact Center. If long handle times, low FCR, or disconnected channels are holding your team back, it’s time to explore automation.
Partner with MYRIAD
Discover how automation can streamline your Contact Center and elevate customer experience. Our customers are achieving the same impressive results highlighted by top industry analysts (Like a 50% call resolution rate.)
MYRIAD represents multiple Gartner top tier AI providers and solutions. We would love to talk with you about how we can help you select and implement the best solutions - tailored to your organization. Click here to schedule a meeting with us.
