Forrester: Using RPA to deliver better customer service experiences



CX Network
04/29/2020

image of forester report on RPA and customer experience

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Robotic process automation (RPA) has become a key component in the landscape of automation and AI technology for customer service operations. RPA can bolster agent productivity, increase process automation and help operations deliver differentiated experiences and uncover new revenue streams. RPA also erodes repetitive work and boosts the need for super-agents, new metrics, and new ways of managing an increasingly skilled workforce.

This whitepaper discusses the benefits of RPA in the world of customer experience and offers advice on managing the shifting skills of agents in RPA enabled contact centers.

Download this whitepaper to access the following insights: 

  1. RPA delivers real ROI to customer service operations - RPA is a tactical, short-term fix to digitize common agent tasks. It is easy to implement and realize value from.
  2. Start simple with common agent tasks - Start with five simple agent tasks to automate and measure ROI as you go.
  3. Agent skills must change as RPA matures - RPA will not automate agents away, it will change the way they work and force brands to rethink staffing and operational metrics.

CXN Live: Customer Contact Week Digital ANZ:

Customer expectations and demands are constantly changing. For businesses to stay competitive, they need to keep up. For contact centres, one thing will remain the same, and that’s the importance of rapport between the agent and the customer.
 
CCW ANZ brings together leading Contact Centre professionals to share insights and success stories on how they’ve improved contact centre performance to deliver an exceptional experience for the customer.
 

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