Best Practice Report

The Top Five Best Practices For RPA In Customer Service

How To Drive Great Agent And Customer Experiences With RPA

April 6th, 2020
Kate Leggett, VP, Principal Analyst
Kate Leggett VP, Principal Analyst
With contributors:
Craig Le Clair , Daniel Hong , Hailey Colin , Madison Bakalar

Summary

Just under half of customer service operations we surveyed are using robotic process automation (RPA) to automate repeatable agent tasks. RPA helps onboard agents faster, boosts their confidence, increases their productivity, and allows them to deliver a higher quality of service. Yet RPA is only one of many technologies that help customer service organizations accomplish these goals. This report articulates five best practices for customer service leaders to follow that will help unlock the value of RPA for contact centers.

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