David Burnie Talks About Contact Center Transformation Using a Digital Workforce

David Burnie talked to Michael Marchuk for Blue Prism’s Transform NOW podcast about the way that automation is transforming contact centers. Automation is changing how contact centers interact with customers while providing employees with a better working environment and businesses with improved cost and efficiency. David outlines how an omnichannel approach to supporting customers requires a new way of thinking about managing these interactions.

Key takeaways:

  • Where to begin the transformation journey within the contact center
  • How contact centers are evolving into an onmichannel interaction command center
  • Why leveraging an intelligent automation platform improves the experience for customers and employees, while reducing costs for the business