Revitalizing F&A | Market Insights™
May 9, 2017
Revitalizing F&A:
- Reenvision the F&A role
- Break up organizational silos
- Rethink talent
- Revise location strategies
- Focus on business outcomes
Revitalizing F&A:
Service delivery automation, analytics, cognitive and machine learning, cloud computing, mobility
Leading companies are re-imagining their call centers and customer experience to integrate digital models into their voice models. Work volumes are shifting from voice call centers into new channels such as chat apps, email, tweets and other social channels. Companies are adopting these new ways of communicating with customers and integrating them into their customer service models. The digital model is disrupting the call center.
A recent Everest Group study showed that across a number of call center situations, companies eliminated 40 percent of the FTEs in their call centers – while improving customer service. They achieved this by applying Robotic Process Automation (RPA) technology. Read more at Peter’s Forbes blog
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