When it comes to contact centres, people generally assume that agents spend their whole day on the phone, calling customers or answering calls. This isn’t actually the case, writes Oded Karev, VP, head of Robotics Process Automation LoB at NICE Ltd.
Today’s agents are expected to fulfil many roles such as admin, sales, customer enquiries and complaint handling. It becomes very challenging for employees to deliver an excellent customer experience while simultaneously handling the admin and processing side of things accurately. As it gets more and more challenging to perform well in all areas within short timeframes, employees become overwhelmed