A workflow is a structured sequence of steps that a task or product follows before reaching completion, often represented visually as a flowchart. Businesses aim to optimise workflows by introducing automation and alerts to maintain compliance.

A contact centre workflow is used to reduce labour costs and enhance efficiency. It involves automating tasks such as gathering basic customer data through IVR, streamlining post-call activities, and minimising manual data entry. Automation also alerts managers to issues, freeing up their time for agent collaboration.

Examples of automated contact centre workflows include sending post-call customer satisfaction surveys via email, automating email subject line review and routing, and integrating ACDs with workforce management for intraday adjustments.

As artificial intelligence usage expands, contact centres are poised to unlock innovative automation opportunities, further improving workflow efficiency.