A whopping 68% of customers say they frequently face long wait times, and many others routinely endure repetitive questions, fragmented channel experiences, and unprepared agents. Is it any wonder that satisfaction scores continue to lag? Is it any surprise that nearly a third of customers feel experiences have actually gotten worse over the past year?
The simple reality is that contact centers -- and their employees -- are not empowered to deliver the frictionless, personalized experiences customers are demanding. They are inhibited slow, rigid, unintuitive, fragmented systems and processes that drive costs up and contact center quality metrics down. All companies can, however, overcome these challenges. They can make customer centricity a reality.
This report reveals how brands can harness Robotic Process Automation (RPA) to remedy the most common customer contact pain points, improve self-service experiences, augment agent performance (and increase retention), and streamline back-office processes. Featuring expert commentary, exclusive research, and real-life case studies, it is your pathway to delivering exceptional customer experiences.
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