Key Focus

  • The self-service branch in particular has grown leaps and bounds over the past few years, with supermarket self-checkout counters, food-ordering phone apps and online chatbots becoming solidly embedded in our everyday lives.
    Millennials and Gen Z in particular, who are more digital-savvy than previous generations, are championing automated technology in their consumer journeys, with Guthrie Jensen finding that 75% of millennials prefer to solve their own customer service issues and that Gen Zers have higher expectations for technology and are more willing to experiment with new automated platforms
  • Furthermore, Gartner predicts that 25% of customer service operations will use virtual customer assistants this year. Automation, it seems, is inevitable.
    Indeed, as 2020 commences, automation technology will and must be at the front and centre of improving call centre customer service, especially for younger generations and future customers who expect to have a fully omnichannel customer experience (CX), putting their digital know-how into practice


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High Level Topics

  • TECHNOLOGY
  • DIGITAL
  • RPA
  • High Level Abstractions

  • TECHNOLOGY(4, 0 Order)
  • ( TECHNOLOGY )(4, 0 Order)  top
  • ( TECHNOLOGY, SERVICE )(2, 1st Order)  top
  • ( TECHNOLOGY, RPA )(1, 1st Order)  top
  • ( TECHNOLOGY, DIGITAL )(2, 1st Order)  top
  • ( TECHNOLOGY, WIELDING )(1, 1st Order)  top
  • ( TECHNOLOGY, SMARTPHONE )(1, 1st Order)  top
  • ( TECHNOLOGY, SELF-SERVICE )(1, 1st Order)  top
  • ( TECHNOLOGY, SELF-CHECKOUT )(1, 1st Order)  top
  • ( TECHNOLOGY, PRODUCTIVITY )(1, 1st Order)  top
  • DIGITAL(4, 0 Order)
  • ( DIGITAL )(4, 0 Order)  top
  • ( DIGITAL, RPA )(1, 1st Order)  top
  • ( DIGITAL, WORKFORCE )(2, 1st Order)  top
  • ( DIGITAL, SERVICE )(1, 1st Order)  top
  • ( DIGITAL, WIELDING )(1, 1st Order)  top
  • ( DIGITAL, SMARTPHONE )(1, 1st Order)  top
  • ( DIGITAL, RESETTING )(1, 1st Order)  top
  • ( DIGITAL, PRODUCTIVITY )(1, 1st Order)  top
  • RPA(3, 0 Order)
  • ( RPA )(3, 0 Order)  top
  • ( RPA, VOLUME )(1, 1st Order)  top
  • ( RPA, TWO-FOLD )(1, 1st Order)  top
  • ( RPA, ROUND-THE-CLOCK )(1, 1st Order)  top
  • ( RPA, RECOGNISING )(1, 1st Order)  top
  • ( RPA, PROCESS_AUTOMATION )(1, 1st Order)  top
  • ( RPA, NEAR-UNIVERSAL )(1, 1st Order)  top
  • ( RPA, GRANDVIEW_RESEARCH )(1, 1st Order)  top
  • References

    • ( TECHNOLOGY )  top
    • ( TECHNOLOGY, SERVICE )  top
    • (Read more)   top ... are more digital-savvy than previous generations, are championing automated technology in their consumer journeys, with Guthrie Jensen finding that 75% of millennials prefer to solve their own customer service issues and that Gen Zers have higher expectations for technology and are more willing to experiment with new automated platforms
    • (Read more)   topFurthermore, Gartner predicts that 25% of customer service operations will use virtual customer assistants this year. Automation, it seems, is inevitable.
      Indeed, as 2020 commences, automation technology will and must be at the front and centre of improving...
    • ( TECHNOLOGY, RPA )  top
    • (Read more)   top
      When it comes to the technology behind an automated CX, Robotic Process Automation (RPA) is the natural starting point, with GrandView Research estimating that the RPA market will be worth a staggering $3.97 billion by 2025.
      From improving the efficiency of everyday process to reducing human errors, the benefits of RPA are numerous
    • ( TECHNOLOGY, DIGITAL )  top
    • (Read more)   top... at the front and centre of improving call centre customer service, especially for younger generations and future customers who expect to have a fully omnichannel customer experience (CX), putting their digital know-how into practice.
    • (Read more)   top
      As the digital age continues to flourish and technology becomes an increasingly important and essential part of everyday life, it's essential that contact centres get on the bandwagon and don't get left behind...
    • ( TECHNOLOGY, WIELDING )  top
    • (Read more)   top ... flourish and technology becomes an increasingly important and essential part of everyday life, it's essential that contact centres get on the bandwagon and don't get left behind by the smartphone wielding younger generations.
      To make the most of an automation strategy, start simple by picking the right process and defining goals
    • ( TECHNOLOGY, SMARTPHONE )  top
    • (Read more)   top ... continues to flourish and technology becomes an increasingly important and essential part of everyday life, it's essential that contact centres get on the bandwagon and don't get left behind by the smartphone wielding younger generations.
      To make the most of an automation strategy, start simple by picking the right process and defining goals
    • ( TECHNOLOGY, SELF-SERVICE )  top
    • (Read more)   top The self-service branch in particular has grown leaps and bounds over the past few years, with supermarket self-checkout counters, food-ordering phone apps and online chatbots becoming solidly embedded in our everyday...
    • ( TECHNOLOGY, SELF-CHECKOUT )  top
    • (Read more)   top The self-service branch in particular has grown leaps and bounds over the past few years, with supermarket self-checkout counters, food-ordering phone apps and online chatbots becoming solidly embedded in our everyday lives.
      Millennials and Gen Z in particular, who are more digital-savvy than previous generations,...
    • ( TECHNOLOGY, PRODUCTIVITY )  top
    • (Read more)   top What's more, if their processes are made simpler through automation, stress levels will go down and engagement will soar, resulting in higher productivity, lower absence, lower churn and they will have better interactions with customers, improving the entire CX. By communicating regularly with agents as well about the part that automation will play...
    • ( DIGITAL )  top
    • ( DIGITAL, RPA )  top
    • (Read more)   topSee ( TECHNOLOGY , RPA )
    • ( DIGITAL, WORKFORCE )  top
    • (Read more)   topAutomation technology will also be fundamental in empowering agents in their work as introducing a digital workforce alongside human agents has many benefits, from reducing costs and churn, to enabling agents to provide a better, more human service by allowing them to do work that holds meaning for them.
      If...
    • (Read more)   top. This is because RPA works as a 24/7 digital workforce, working with everything from websites, emails, and contact forms, to data processing, onboarding new customers, integrating between different systems, and resetting new passwords
    • ( DIGITAL, SERVICE )  top
    • (Read more)   top
      Indeed, as 2020 commences, automation technology will and must be at the front and centre of improving call centre customer service, especially for younger generations and future customers who expect to have a fully omnichannel customer experience (CX), putting their digital know-how into practice
    • ( DIGITAL, WIELDING )  top
    • (Read more)   topSee ( TECHNOLOGY , WIELDING )
    • ( DIGITAL, SMARTPHONE )  top
    • (Read more)   topSee ( TECHNOLOGY , SMARTPHONE )
    • ( DIGITAL, RESETTING )  top
    • (Read more)   top... because RPA works as a 24/7 digital workforce, working with everything from websites, emails, and contact forms, to data processing, onboarding new customers, integrating between different systems, and resetting new passwords.
    • ( DIGITAL, PRODUCTIVITY )  top
    • (Read more)   topSee ( TECHNOLOGY , PRODUCTIVITY )
    • ( RPA )  top
    • ( RPA, VOLUME )  top
    • (Read more)   top. High volume, low complexity tasks for example, are a good place to start. Post call updates, for example, when an email or text confirmation needs to be sent out to the customer, can easily be done by a digital worker,...
    • ( RPA, TWO-FOLD )  top
    • (Read more)   top
      The benefits of improving efficiency metrics and being able to work round-the-clock are two-fold, helping both customers and agents through the customer journey.
    • ( RPA, ROUND-THE-CLOCK )  top
    • (Read more)   top
      The benefits of improving efficiency metrics and being able to work round-the-clock are two-fold, helping both customers and agents through the customer journey.
    • ( RPA, RECOGNISING )  top
    • (Read more)   topUltimately, anything added to a contact centre should be to help the customer and build their loyalty, so recognising what their biggest frustration is, whether that's long calls or speed of call resolution, is also essential to putting the right processes in place.
      It's also important to remember what...
    • ( RPA, PROCESS_AUTOMATION )  top
    • (Read more)   top
      Robotic Process Automation
      When
      it comes to the technology behind an automated CX, Robotic Process Automation (RPA) is the natural starting point, with GrandView Research estimating that the RPA market will be worth a staggering $3.97...
    • ( RPA, NEAR-UNIVERSAL )  top
    • (Read more)   topWith these figures in mind, Deloitte predicts that RPA will achieve near-universal adoption within the next three years.
      Automation benefits customer and agents alike
      The benefits of improving efficiency metrics and being able to work round-the-clock are two-fold, helping...
    • ( RPA, GRANDVIEW_RESEARCH )  top
    • (Read more)   top
      When it comes to the technology behind an automated CX, Robotic Process Automation (RPA) is the natural starting point, with GrandView Research estimating that the RPA market will be worth a staggering $3.97 billion by 2025.
      From improving the efficiency of everyday process to reducing human errors, the benefits of RPA are numerous