As today’s contact center evolves into more of an exception center, the role of automation is poised to grow exponentially.
The long term benefit of automation in the evolution of the contact center industry will be a reduction in agent turnover accompanied by an increase in overall job satisfaction, in addition to providing an efficient service experience for the customer.
Based on a recent survey of contact center professionals conducted by Saddletree Research in conjunction with the not-for-profit, university-based National Association of Call Centers (NACC), this whitepaper sheds light on factors driving contact center automation.
Automation has emerged as one of the hot topics for the contact center industry in 2020. Ironically, the contact center industry was in fact a pioneer in the use of automation in that the first call routing system, the Automatic Call Distributor (ACD), was delivered to the industry in 1973. The ACD replaced manual call routing and automated the distribution of customer calls to call center agents in the early days of the industry.
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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