Wayne Butterfield

Wayne has transformed a 1.2 million transactions a month, 400 FTE offshore backoffice through RPA. He’s saved 30% on costs by doing so. He has also made self-service technology a central plank of his performance strategy.

Fresh from his new-found fame (!), Wayne takes some time out to share 4 potential problem areas with you...Full Article »
Where does RPA fit into your business? Wayne shares his 4-step "Rule Book" to evaluate quickly whether a process is suitable for RPA or not. You can copy it here......Full Article »
My 2nd blog on the subject of Live Chat (Starting Out With Live Chat) went down really well, and thanks for all the feedback. For those that missed it, I discussed the piloting of Live Chat and some pit falls to avoid to ensure that your pilot and ongoing operation is a success....Full Article »
Customers' patience runs out much faster on Chat than it does waiting on a phone line...Full Article »
Self-service is what our members are putting their faith in. But before you develop a business case for "Live Chat" you should be asking yourself what you want it to achieve. Paper over web cracks? Increase online conversion?...Full Article »
Hard numbers won over the doubters of Telefonica's RPA project, in 2010. "Once the ROI was on the table, RPA started to make new friends," says Butterfield. "Even in the Technology department."...Full Article »
Wayne Butterfield shares secrets on how to get a successful robotic operation up and running, in his new column for SSON. This time: how to win over the Technology folks...Full Article »
Following on from my recent webinar on the successes that I’ve had with RPA Technology, I’ve been asked by the guys at SSON to share a couple of my secrets in getting a successful robotic operation up and running. I can’t guarantee it’ll be pain free (I was almost frog marched out the door by Fraud...Full Article »