As a growing number of organizations utilize business process management (BPM) to help their workers perform more efficiently, it’s important that the human touch doesn’t get lost in the process. Watch this animated video to learn even more about the critical human element in BPM systems: http://ap.pn/2d3W8eu

1. The Critical Human Element
in Business Process
Management Systems

2. Business process management (BPM) systems can unlock huge
advantages by automating and optimizing procedures.
As great as automation is, it’s important the human touch is
not lost in the process.

3. Think of BPM technology as a platform. It’s meant to
empower staff to achieve more and delight customers.
It is not meant to replace staff.

4. HOW PROCESS AUTOMATION
MISUSE CAN HURT THE HUMAN
ELEMENT
A call center once overused automation to support
a major overhaul in its call receiving operations.
The goal was to eliminate all unnecessary discussion.

5. While efficiency was improved, the
staff no longer felt like real human
beings who customers could talk to
about their issues, and customer
satisfaction dropped.
Don’t risk losing the relational
interaction that helps companies
develop a truly customer-centric
approach and feel.

6. HOW BPM ENHANCES THE
HUMAN ELEMENT
What forces workers to rush through customer interactions?
Usually, it’s the mountain of other tasks on their plate.
Use automated workflows to free up more of your employees’
time so they can provide a better experience for your
customers.

7. Build your BPM system to take care
of everything going on around your
staff's conversations with customers,
allowing those conversations to be as
delightful as talking to a friend.
As you increase employee productivity
month over month, never lose sight of
quality over quantity.

8. BPM software should be an extension of client facing
employees to help them better serve customers by:
Having relevant data at their fingertips
Streamlining mundane tasks
Automated workflows helps businesses spend more quality
time with customers, providing a experience that preserves
customer loyalty.

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