What’s the Impact?
With automated customer service being a mainstay in many businesses, the focus on front and back-end user experience has fallen by the wayside. At the organizational level, this is especially true for consultants and call centers, which use various applications when assessing and addressing a customers unique needs.
For example, an employee assisting a customer with a problem or need will likely have to shift between multiple channels and platforms, shifting focus away from the customer and ultimately lowering productivity (not to mention wasting time). The same is true for the post-engagement wrap up. With RPA taking over the manual tasks encompassing this engagement, the employee can focus solely on the customer’s needs.