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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