Digital Transformation

Leveraging Digital Workers to Drive Digital Transformation

In the most recent episode of Unstructured Unlocked, Indico VP of Research and Development, Christopher Wells talks with SS&C Blue Prism VP of Tech Alliances, Satish Shenoy, about a number of topics, including best practices for onboarding digital workers and the levels of maturity automation centers of excellence go through. Find more of what we learned in that discussion:

Contact Center Transformation

Greatest Challenges in Contact Center Transformation Increasing call volumes in the contact center since the pandemic’s beginning has caused a less-than-optimal customer experience. This leads to dissatisfied customers, yet it also leads to higher levels of employee attrition. The end result is a contact center that isn’t meeting KPIs. Most common mistakes in Contact Center Transformation Whether simply hiring more people or investing in new technology, businesses tend to invest in old ways of working, rather than looking at existing contact center assets and asking how they can be transformed. Future of Contact Center Transformation AI and automation are already …

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