Communications Service Providers (CSPs) strive to provide the most efficient service, but multiple legacy systems, high attrition, training and retraining costs, and scalability make this a challenging goal to attain.
The current pandemic also means that most agents are working from home, even though many CSPs currently lack the technology to support remote operations and: call center agents may not have the bandwidth or expertise to deliver remotely day-to-day. All of this can impact customer service, create regulatory complications, and result in downstream processes that are incomplete and customer queries that build up or go unanswered.
In the age of COVID-19, where urgency underpins most calls, contact centers must find a way to meet customer expectations, while shortening the time it takes to address several steps in the resolution process.
Becoming an agile enterprise means operating as a seamless mix of digital workers, human workers, and systems dynamically automating processes everywhere from the back office to the customer experience. You can do this with Blue Prism's intelligent digital workers that are versatile, autonomous, self-organizing, and secure. As a result, you gain better insight and control over the work, create new and transformative ways to operate, and empower people to focus on work that truly matters.
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