Seeing the Future of Contact Center Automation at CCW Europe

In our incredibly fast-moving and highly competitive economy, any business that wants to remain ahead of the pack knows that customer satisfaction is one of the main keys to increased revenues and greater profitability. This is especially true for enterprises where contact centers play a pivotal role in their business model.

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Topics: Contact Centers, Robotic Process Automation, RPA, Call Center, automation

How Kryon’s RPA Solutions Help Contact Centers Meet Rising Customer Expectations

If you work in a contact center – or work with people who do – then you already know how challenging it is to be a customer service representative (CSR) today. There are the technical challenges that stem from needing to work with a variety of computer programs while on the phone with customers, the regulatory challenges requiring compliance with complex laws that can change frequently, and the sales challenges of increasing revenue through upselling and cross-selling.

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Topics: Contact Centers, Robotic Process Automation, RPA, Process Discovery, Call Center, unattended automation, attended automation, hybrid automation

How RPA Empowers Contact Centers to Address Today’s Key Challenges

We recently met with a variety of professionals who place great importance (and rightly so) on contact center performance at Call Center World in Berlin. Our booth was buzzing with visitors throughout the three-day event, and our main presentation on its second day gave us the chance to showcase our unique robotic process automation (RPA) and Kryon Process Discovery™ solutions and explain the benefits that they offer contact centers.

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Topics: Contact Centers, Robotic Process Automation, RPA, Process Discovery, Call Center, unattended automation, attended automation, hybrid automation

How Kryon Empowered AIG to Raise the Bar for Customer Service

For today’s insurance companies all over the world, customer service representatives (CSRs) play a critical role. Not only do these employees impact customer satisfaction, but their one-on-one interactions with clients are full of opportunities for up-selling and cross-selling insurance policies.

By offering fast, attentive, and friendly service, CSRs help insurers increase their profits while keeping customers happy. And because they are often burdened with repetitive, rules-based processes that can be time-consuming and disruptive, they - and the insurance companies that employ them - can benefit from the increased accuracy and productivity that Robotic Process Automation (RPA) offers.

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Topics: Robotic Process Automation, RPA, insurance, Call Center, unattended automation, case study

5 Ways Attended RPA Boosts Productivity and Sales in Insurance Contact Centers

The customer experience has become an increasingly important competitive differentiator for insurance companies. Because the contact center is the primary point of contact for many customers, it plays a key role in defining the customer's relationship with your brand, which inevitably impacts the profitability of the organization. A study by the CFI Group showed that nearly 61% of insurance customers who have had a bad contact center experience will consider switching companies, and 26% said they will definitely switch companies because of a bad contact center experience.

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Topics: Contact Centers, insurance, Attended RPA, Call Center

[Webinar] Beyond Traditional RPA: Finding Your Call Center’s Untapped Potential

If you have read some of our previous blog posts on RPA and customer service, then you likely know what an asset automation can be for call centers. Instead of expecting your service representatives to focus on computer-based tasks while speaking with customers, you can let software robots guide these employees and lighten their workloads. This way, they can offer faster service, while also focusing more on creating a positive customer experience.

But how can you most effectively identify the right tasks to automate for your call center?

That is the focus of our upcoming live webinar, Beyond Traditional RPA: Finding Your Call Center’s Untapped Potential. We invite you to join us at 10:00 a.m. Eastern Time on Wednesday, August 29th, to discover how innovative technology can help you streamline your approach to choosing which processes to automate (and in what order).

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Topics: Robotic Process Automation, RPA, Hybrid RPA, Attended RPA, Unattended RPA, webinar, Process Discovery, Call Center

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