Customer service is a top driver of customer experience (CX) quality: Customers want quick resolutions, answers to all their questions, and kind responses. Yet customer service agents often use multiple - sometimes dozens - of disconnected applications to service customers. Robotic process automation (RPA) helps onboard agents faster, boosts their confidence, increases their productivity, and allows them to deliver a higher quality of service. Almost half of customer service organizations are using RPA, in conjunction with other automation technologies, to make agents more efficient and effective.
This webinar will:
•Highlight best practices for customer service leaders to follow, that will help unlock the value of RPA for contact centers in a time when customer service has become a lifeline for many customers.
•Give examples of contact centers who are experiencing the CX impacts and rapid ROI acceleration enabled by an intelligent automation solution that goes way beyond RPA.
Joana de Quintanilha, VP Principal Analyst, Customer Experience at Forrester@Birger Tenow
- Solutions Consultant at Blue Prism