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UNPACKING THE TRUE VALUE OF ATTENDED AUTOMATION

Whilst a common concern is felt worldwide around the uncertainty of human jobs amidst the next technological revolution in Artificial Intelligence (AI) – Attended Automation is designed to work in collaboration with human employees, enabling them to focus on more high-value tasks that require a human touch. Although Robotic Process Automation (RPA), in general, has seen significant growth and adoption on a global scale, it only partially addresses the digital transformation challenge. Since Attended Automation exists to enable the best potential of human beings while also effectively and intuitively aligning humans to any organizational change, it is a necessity to ensure true and sustainable digital transformation for longterm success. Whether organizations aggressively adopt Robotic Process Automation or chatbot solutions, to support both the automation of repetitive tasks and the availability of customer self-service channels – humans will always be central to the proper functioning and sustainability of these solutions. The role of humans is augmented further by aligning Attended Automation technology to customer-centric operational processes.

JUN 17, 2022

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How intelligent automation improves the customer experience

Digitization and process improvements have been on the minds of many across the enterprise landscape for years, but the past two years amid the ongoing global COVID-19 pandemic have underscored the importance of digitization for business resiliency and agility. Remote and/or hybrid working and the explosion of digital and distanced customer interactions amid the pandemic has fanned the flames for many companies that had been considering digital strategies but had not yet prioritized them. More companies than ever before are reconsidering their physical footprints, both in terms of brick-and-mortar stores as well as in-office working as these businesses have realized that employee collaboration and customer engagement can live and thrive beyond physical locations, due in no small part to modern technology platforms.

JUN 17, 2022

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Defining Attended Robotic Process Automation (RPA)

Robotic Process Automation (RPA) is a key enabler of enterprise automation. With COVID-19 posing an existential threat to businesses, automation emerged as a vital lever to ensure business resilience and agility. While reducing cost and driving operational efficiency have been key drivers of adoption of RPA, there has been a distinct shift in enterprise priorities in the last 12-18 months. Today, given the precipitating talent shortage across industries, organizations are increasingly focusing on improving employee experience / engagement as they start to realize the connected benefits associated with doing so.

JUN 17, 2022

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WORK-LIFE BALANCE for the Prepared Agent

The pandemic only accelerated the growth of the gig economy—which already had significant appeal to younger generations—as employers and employees alike redefined where, when, and how work is performed. Even before the pandemic, about 84% of millennials and 81% of Gen Z said they would consider joining the gig economy, and more than 4 in 10 employees said they’d be willing to trade a tenth of their salary for more flexibility in their schedules.

JUN 17, 2022

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PREPARED AGENTS in the New Contact Center

ontact centers today are more demanding than ever. We as consumers are different. Accustomed to often seamless online service, already high expectations are continually growing. People have less patience, feel more pressed for time, and demand instant gratification and quick resolutions. If customers can, they will use easy, self-service channels. And if their issues are not resolved there and routed to an agent, it means their problems are going to inevitably be more complex and frustrating. Customers want and need to have a great experience with a company. Simply put, good experience builds loyalty, bad experience drives them off. According to a PWC survey, among U.S. customers, 65% find a positive experience with a brand to be more influential than great advertising. Also, 1 in 3 customers will walk away from a brand they love after just one bad experience, which means companies must get it right up front.

JUN 17, 2022

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CONTACT CENTERS – FROM ATTRITION TO RETENTION

With NICE (Nasdaq: NICE), it’s never been easier for organizations of all sizes around the globe to create extraordinary customer experiences while meeting key business metrics. Featuring the world’s #1 cloud native customer experience platform, CXone, NICE is a worldwide leader in AI-powered self-service and agent-assisted CX software for the contact center—and beyond. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, partner with NICE to transform—and elevate—every customer interaction.

JUN 17, 2022