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  • Robotic Process Automation (RPA)
  • Kate Leggett

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  • Webinar Predictions 2020: Customer Service

    The Year That Automation And AI Reshape Customer Service
    Tuesday, January 21, 2020, 1:00 p.m.-1:40 p.m. Eastern time (18:00-18:40 GMT) | Ian Jacobs, Kate Leggett, Art Schoeller

    Join us to explore the (often unexpected) impacts of AI and automation in 2020 and beyond. From remaking contact center labor models to changes in the way customer service work is done, 2020 will...

  • Report Use RPA To Deliver Better Customer Service Experiences

    Where And How To Get Started Deploying RPA In The Contact Center
    November 6, 2019 | Kate Leggett

    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,...

  • Report Predictions 2020: Customer Service

    Automation Remakes The Contact Center Organization
    October 31, 2019 | Ian Jacobs, Art Schoeller, Kate Leggett

    We've survived the hype storm around chatbots . . . barely. 2020 will mark the beginning of the concrete alterations that AI beyond chatbots will make to customer service and contact center groups....

  • Report The Future Of Work: You Must Change How You Hire Customer Service Agents

    Workforce Transformation Must Come Before Automation
    September 30, 2019 | Kate Leggett, Ian Jacobs

    As customer service organizations grow more complex, the day-to-day work of a contact center agent will change. Automation will tackle simple, repetitive tasks; agents will need different skills to...

  • Report The Forrester Wave™: Customer Service Solutions, Q2 2019

    The 12 Providers That Matter Most And How They Stack Up
    June 18, 2019 | Kate Leggett

    In our 33-criterion evaluation of customer service solution providers, we identified the 12 most significant ones — Appian, bpm'online, Freshworks, Microsoft, Oracle, Pegasystems, Salesforce, SAP,...

  • Report How To Modernize Digital Customer Self-Service

    Three Steps To Improving And Scaling Experiences For The Future
    May 3, 2019 | Kate Leggett

    Customers increasingly use self-service as the first point of contact with customer service organizations. Positive self-service experiences lead to more satisfied and engaged customers. They also...

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