What Next? Tips for Prioritizing Your Automations

Has the news of your successful robotic process automation initiative spread across your organization? Are you getting new suggestions each day of processes that should be automated next?

Or, are you just getting started with RPA and thinking about how you might manage the technology so that it could be used to complete numerous tasks or entire processes in the future?

These questions likely apply in all cases. Maybe you are using desktop automation such as Verint Process Assistant to help your back-office employees, contact center agents or other employees complete tasks more quickly, easily and accurately—or you may have software robots automatically doing the work on a virtual desktop.

Here’s what is clear: You have to start somewhere. And then you need a way to decide what to tackle next.

We recommend you determine “who gets to decide” as a first step. This isn’t usually a single point of contact within your organization—as there are multiple viewpoints to consider—but you can start as a small group of decision makers.

Or, you may opt to establish an automation center of excellence (CoE). This group can include not only key personnel but also comprehensive governance, security, development, testing, support, approval, analysis and reporting, and associated communication roles and processes.

Along with this “group who decides,” it’s important to establish—and communicate—a consistent set of criteria that will be used to evaluate and prioritize all requests. This same framework can also be used as a tool to reprioritize items already on your list as it continues to grow.

You can learn specific recommendations on what to include in your automation evaluation and prioritization scorecard in our complimentary Executive Perspectives, Prioritizing Your Organization’s Processes for Automation.

Contact us for more information about our Robotic Automation solution by email at info@verint.com.

The post What Next? for Prioritizing Your Automations appeared first on Customer Experience Management Blog.


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