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During a recent business trip I took, I had the chance to learn all about Robotic Process Automation (RPA). What I didn’t expect was the course would be held in a Car Rental Parking lot at a major international airport! Omer Fuchs, a well known expert in the Robotic Process Automation area, decided that there was “no time like the present” to explain to me and thousands of LinkedIn followers how RPA is about providing an Experience Transformation for Contact Center employees, resulting in more satisfied customers.

We’ve just concluded 2020 Planning for Uncertain Times – Practical Tips for Contact Center Leaders, a great webinar series where our speakers discussed the can’t miss investments that you should be making. What I truly enjoyed was the engagement of our audience. Their participation in the Q&A gave speakers the opportunity to address a great deal of questions. There were so many questions that we ran out of time to address them. So without further ado, here are the responses to the 3 questions we did not get to:

Sir Francis Bacon is credited with coining the phrase, “Knowledge is power.” If he were alive today, he’d make a great contact center consultant. He’d be touting about the increased knowledge your agents—and your business—gain when you integrate your contact center software with your customer relationship management (CRM).

Webster’s Dictionary defines effort as “strenuous physical or mental exertion”. If you’ve ever had to call a business multiple times to resolve an issue or wasted precious time being hopelessly lost in a confusing automated phone menu, then you can relate to this strenuous mental exertion. The amount of effort customers experience when interacting with a business directly impacts their relationship. If your organization is losing customers despite having a superior product or service, then customer effort may be the culprit. Harvard Business Review takes it a step further stating that “the #1 most important factor in customer loyalty is the reduction of customer effort.”

Inside sales teams investing in AI + CRM integrated cloud contact center technology are particularly poised to achieve the biggest ROI. Actually, they already ARE achieving big ROI!

How will Artificial Intelligence (AI) affect your contact center? Whether you’re looking to impact operational costs, keep up with the competition, improve efficiencies, reduce the volume of agent interaction or improve the overall customer experience, AI is going to make a measurable impact.

The setting of a recent LinkedIn Live from NiCE segment was overlooking the skyline of the great city of New York. A place that 8M people call home and over 800 different languages are spoken! Uncovering this huge diversity in languages was a great parallel for our own Michele Carlson and Andy Traba to talk about the 3 Best Practices to Deliver Personal Experiences for your customers and employees.