Predictions abound on what percentage of today’s workforce will be replaced by Robotic Process Automation (RPA) and AI. While some jobs can be fully automated, the reality is that RPA will likely automate a third of the activities currently performed by agents in today’s contact center.*
This means that contact centers will need to learn how to manage a hybrid workforce – one comprised of digital workers (software robots) and humans.
Read the ebook to learn a 5-step approach to effectively manage the hybrid workforce of the future.
* "Jobs Lost, Jobs Gained: Workforce Transitions in a Time of Automation", McKinsey Global Institute, December 2017