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The Evolving Role of Process Automation and the Customer Service Experience

Interactive Intelligence

True, customer service usually starts in the contact center. But a customer’s satisfaction might easily come down to support staff and knowledge workers in other areas of the business. With advances in contact center automation, businesses are finding they can extend the same automation to service processes and touch-points throughout their organization. When they do, according to authors Kyle Lyons of Ponvia Technology, Inc. and Gina Clarkin of Interactive Intelligence, businesses improve efficiency and cost containment… as well as the customer experience.

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Published:  Feb 14, 2012
Length:  12
Type:  White Paper