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The Path to Automation, part 6: It’s automated. What’s next? Once you’ve automated your first process… hold on! Don’t fall into the trap of rushing headlong into the next one. The single most important thing you can do now is wait. That is, wait until you’ve had time to run

The Path to Automation, part 5: We’ve picked one. What do we do next? So, you’ve reviewed your data and made a decision on what to automate first. Brace yourself: now it’s time to put into action everything you’ve planned. How you come at the project will naturally vary, depending

The Path to Automation, part 4: Is time saved the only consideration? Time saved is nearly always the most important factor when it comes to the benefits of automation. However, it is not the only factor. In a simple world, you’d pull a report of all the tickets that are

The Path to Automation, part 3: We’re ready. Now what? Once you’re in a position to make smart decisions about what to automate, based on your data, you’ll need to run a report to retrieve and analyse it. At this point, many organisations should be prepared for a shock. Certain

The Path to Automation, part 2: What is automation? And where do we start? Before you decide what you should automate, and what to prioritise, it’s vital to be clear on what we mean by automation and why it’s so important. The whole point of automation is to provide business

The Path to Automation, part 1: The ‘best’ requests to automate What are the best things to automate in your organisation? You’ve probably already read plenty of articles telling you the answer. But we’re not going to do that here. In those kinds of articles, you’re likely to find that

Welcome to the Path to Automation. This six-part series of short, practical articles aims to help your organisation get ready to tackle the ever-increasing number of requests your agents are dealing with on a day-to-day basis – hopefully, by automating them. In this series, we won’t be providing a generic