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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

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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.

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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

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