Forrester Report: Use RPA To Deliver Better Customer Service Experiences

Contact centers are dealing with unprecedented disruption. Many of their agents are transitioning to working from home for the first time while under pressure to handle the sudden increase in call volume. To preserve a high quality of service and maintain business continuity, contact center leaders must empower their agents to better serve customers.

Robotic Process Automation (RPA) streamlines contact center operations by offloading low-value tasks and quickly surfacing customer data, freeing agents to handle more calls and focus on resolving issues. To learn more about how your contact center can use RPA to deliver better customer service experiences, get the RPA guide from Forrester and find out how to:

Increase Agent Productivity
Attended bots help agents find info to resolve customer problems faster.

Improve Customer Experiences
Automation frees agents from manual tasks so they can focus on meeting increasing customer demand.

Reduce Costs
More efficient operations mean your contact center can service more customers when resources are tight.

Ensure Business Continuity
Maintain service continuity amid disruption with a 24/7 Digital Workforce and stay connected with all stakeholders across multiple systems.

Report published on November 6, 2019.