The Customer Service Journal

Volume 5 October, 2019

Knowledge for the world of customer service & support

ISSN: 2374-9296

Robotic Process Automation -



Deploy Robotic Process Automation to improve the Customer Experience

by Hayley Lange, Genfour

A lot has been written about how robotic process automation will impact BPO and back office costs and certainly this is a major impact on today's operational models.   Hayley Lange from Genfour provides us with another perspective - the positive impact of RPA on the customer experience.


Defining Robotic Process Automation (RPA)

by Virtual Operations

This article is an excerpt from the Virtual Operations web site.  It discusses the benefits of RPA and how RPA, working at the presentation layer, accelerates the development of business needs.


The Institute for Robotic Process Automation (IRPA) -

Who they are, an excerpt from their web site -

"The Institute for Robotic Process Automation (IRPA) is an independent professional association and knowledge forum for the buyers, sellers, influencers and analysts of robotic process automation. Our network and advisory services offer leading-edge market intelligence, industry research, best practices, and alliance-building opportunities for stakeholders across service industry functions.

IRPA helps business leaders position themselves at the cutting edge of knowledge work technology. Join us to get the latest trends, expert interviews, best practices and commentary from the pioneers and thought leaders of robotic process automation.

Basic membership to the IRPA network is free."





Do I need to hire a different skillset to work with Robotic Process Automation?

Posted by: Hayley Lange, Genfour

This blog entry provides an excellent PoV on the skill sets needed to support an RPA environment.

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