45% of customer service organizations surveyed are using RPA (Robotic Process Automation) to automate repeatable agent tasks and allow them to focus on customer experience.
To reach a solid ROI, companies need to understand the value of RPA and how to best deploy and scale their automation strategy.
Beyond selecting the right processes to automate, a successful RPA transformative journey requires organization changes, internal communication and new workforce management practices.
This Forrester 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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