Using RPA to deliver better customer service experiences
RPA can help contact centers preserve a high quality of service and maintain business continuity by offloading low-value tasks and quickly surfacing customer data, freeing agents to handle more calls and focus on resolving issues
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Many contact center agents are transitioning to working from home for the first time, while being under pressure to handle the sudden increase in call volume due to limited face-to-face interactions with customers during the global Covid-19 pandemic.
RPA is a key component in customer services operations: it supports contact center agent productivity, increases process automation and helps operations deliver differentiated experiences and uncover new revenue streams. It removes repetitive work and boosts the need for super-agents, new metrics and new ways of managing an unleveled workforce.
Spanish telecoms giant Telefónica saved €3m ($3.5m) within 24 months by using RPA to automated manual processes for its fixed-line and mobile customers
This report by Forrester Research outlines industry analysts’ view on where and how to get started on deploying RPA in the contact center environment, along with best practice and advice to successfully implement it.
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Download this white paper to:
- Learn which common reproducible agent tasks to automate first.
- Find out how to measure real ROI that RPA delivers in customer service operations.
- Understand how to accommodate to changing agent skills in a RPA-enabled contact center and increase employee satisfaction.
