Summary

Unleashing RPA as a High-Tech High-Touch Solution

Featured Guest Speaker:

 

Brian Cantor – Principal Analyst & CCW Digital Director with IQPC

Robotic Process Automation (RPA) has been around for some time now. However, with breakthroughs in AI, its impact on customer experience is even more significant now. As RPA streamlines transactions and simple tasks at a significantly faster pace and with higher accuracy, it will impact the type of work agents perform daily. And at the same time, improve the experience for customers.

Join Brain Cantor, Principal Analyst & CCW Digital Director with IQPC, as he answers pressing questions;

• How are organizations using RPA (and how are their customers responding)? To what extent are organizations using RPA to eliminate back-office tasks, improve analytics and augment agent performance?
• As automation handles transactions, simple tasks, etc., it will impact the type of work agents perform. What can we do to prepare for this transformation? Do we need new types of agents, new forms of training and new management best practices?
• Great automation solutions—such as those involving knowledge management, routing or customer insights—give the agents stronger tools. What are we doing to make the most of these tools? AI “predicting” customer intent and “advising” on next-best action is worthless if the agents don’t know how to use this information.
• Digital transformation will have an impact on outcomes. What are these changes? How best can we quantify “return on automation”?

Also, see examples of best-in-class use cases from Teleperformance D.I.B.S.

Brian Cantor is the Principal Analyst for the Customer Management Practice. In his role, Brian leads all customer experience, contact center, technology and employee engagement research initiatives. Citing this proprietary research, Brian authors CMP’s industry-leading market studies and special reports. Additionally, he serves as managing editor and director for CCW Digital, which is the largest web publication and community for customer experience professionals.

With the objective of curating a dynamic customer experience ecosystem, the TP Talks webinar series is focused on inspiring ideas on how companies can adapt to become truly customer-centric. You will learn from best practices, big trends, innovations and real-world success stories for managing ever-changing customer expectations.

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