Save or Share this Report

For Application Development & Delivery Professionals

Use RPA To Deliver Better Customer Service Experiences

Where And How To Get Started Deploying RPA In The Contact Center

November 6, 2019

Primary author headshot

Authors

Why Read This Report

Robotic process automation (RPA) is a key component in the landscape of automation and AI technology for customer service operations. It bolsters agent productivity, increases process automation, and helps operations deliver differentiated experiences and uncover new revenue streams. RPA erodes repetitive work and boosts the need for superagents, new metrics, and new ways of managing an upleveled workforce. This report describes how customer service leaders benefit from RPA and how they can accommodate changing agent skills.

Get Access

Already a Client?

Log in to read this document.

Become a Forrester Client

Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.

Want to know what will happen in 2020? Visit Forrester's Predictions 2020 Hub, where you can read what's coming next in marketing, customer experience, technology, innovation, and more.

Purchase Report

This report is available for individual purchase ($499 USD).

Purchase

Table of Contents

  • Technology Disconnects Conspire Against Customer Service Quality
  • RPA Uplevels The Quality Of Customer Service Experiences
  • Create A Heat Map To Identify Key Areas Of Impact For RPA
  • Use These Five Tenets As You Deploy RPA In Customer Service
  • What It Means

  • Prepare For Agent Skills To Shift In RPA-Enabled Contact Centers
  • Supplemental Material
  • Related Research Documents

Recommended Research