Today’s leading contact center operations are leveraging the robotic workforce not only to make agents more productive, but also to give them a better employee experience by empowering them with the ability to deliver exceptional customer experiences in real-time.
According to the “US Contact Center Decision-Makers’ Guide 2021,” from analyst firm ContactBabel, the number one contact center metric is customer satisfaction. Furthermore, the report finds repetitive agent work to be one of the top three reasons for agent attrition, 76% of new agents find it difficult to learn new systems, and 70% of agents say that robotic process automation (RPA) helps to reduce average handle time.
