Webinar: Three stages of Automation in Contact Centers

Thursday 7 October, 2021 at 8:30 am GMT (9:30 am CET, 10:30 am EET)

Intelligent Automation has a huge potential in Contact Centers. It increases process automation, enhances productivity, and revolutionizes customer experience. Outstanding achievements, like Reducing Average Handling Time (AHT) by 50% or more or Reducing Workload by 25-80% while improving customer experience and increasing customer loyalty and spend, are possible with intelligent Automation.

To understand, what business activities in Contact Centers are ideal for intelligent automation, we’ll look at the three stages of automation, and what are the relevant factors in each to find bottle-necks and processes that are well suited for automation.

This webinar is targeted for Customer Service leads investigating or already working with Robotic Process Automation (RPA) and other intelligent automation tools, like Conversational AI and Intelligent Document Processing.

Key take-aways will include:

• Three stages of automation in Contact Centers
• What does automation potential assessment entail
• What information is needed for potential assessment
• How to get started fast

Watch the recording here!

Even if you can’t join live, register now and we’ll send you the recorded webinar to watch at your convenience.

Speakers

Aarne Schmitt
A RPA Analyst and Developer with half a decade of experience in Call Center organizations in the Insurance Industry both as an agent and as a specialist on service process design and optimization as well as process automation utilizing legacy and RPA tools.

Leon Stafford
Leon is our UK Lead for DWF. He has contributed to 5 years’ hyper-growth of RPA. Previous to this he had 15 years’ expertise in Contact Centres for Avaya, Genesys and supporting technologies for some of the largest EMEA organisations. “I left the contact centre industry when I saw the incredible workforce optimisations statistics of RPA – I can now see how this technology is coming full circle and I can see huge potential”.’

Karli Kalpala
Karli Kalpala is the Head of Business Service & Design unit at Digital Workforce. His team ensures that Digital Workforcee has an unique positioning on the market, and the services have a clear value proposition including right messaging to attract attention on the market. Karli has a background in consulting and a passion for customer success in their business.