Report

Use RPA To Deliver Better Customer Service Experiences

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

November 6th, 2019
With contributors:
Craig Le Clair, Daniel Hong, Andrew Dobak, Peter Harrison

Summary

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.

Want to read the full report?

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.