What’s RPA, Why Should I Care?
A core consulting engagement that we perform is the “Strategic Operational Assessment.” This engagement type generally focuses on the customer experience, and specifically how operations in the contact center and in other areas of the organization impact that experience.
A typical engagement includes at least four to five days of on-site client meetings. The first activity we perform on-site is to sit side-by-side with contact center agents. During these sessions, we listen to customer phone calls, watch digital interactions, and observe how an agent resolves customer questions and issues. In these meetings, we might investigate what systems an agent uses, how many times an agent places the caller on hold, and whether the agent needs to transfer the call to complete the request.