Automation focuses on finding and eliminating inefficiencies in service processes. By reducing time that would otherwise be spent performing repetitive, menial tasks, you free your agents to do work that actually matters. One of the core principles – and a good example of automation as a whole – is integrating every communication channel into one tool. Although the time spent every day by your agents on switching between different applications and platforms might seem miniscule, it adds up – what’s more, studies show that constant context switching is a guaranteed way to kill productivity. By eliminating this inefficiency, your productivity metrics will shoot up.