Wayne Butterfield
RPA and its Potential Pitfalls
April 30 by Wayne ButterfieldI’m a little more famous this month after some good press coverage on my RPA journey to date. I’ve appeared in the New Scientist, as well as an RPA case study completed by the LSE (Londo...
RPA: Right Tool – for the Right Job?
April 01 by Wayne ButterfieldMy last blog centred on winning round the doubters, the "screen scrape is wrong" brigade, who have been RPA’s biggest critic (certainly within Telefônica.) Although the Technology team were...
Call Reduction as a Result of Chat, How Do You Prove It?
March 27 by Wayne ButterfieldMy 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 p...
Starting out with Live Chat
March 05 by Wayne ButterfieldMy first blog on the subject of Live Chat was short and sweet, but I hope it got you thinking, (if you’re not already doing so) about your Digital Service strategy (read it here to refresh your memory...
Before "Live Chat": What Do You Want it to Achieve?
February 19 by Wayne ButterfieldI’ve been fortunate in my Customer Service career to be involved in some pretty cool innovations in how we serve our customers @ Telefônica. It started off in a Back Office role, where I broug...
RPA: Still Trying to Get Started...
November 28 by Wayne ButterfieldThanks for all the positive feedback on my initial RPA blog. Just as a recap, I touched upon the very early days of RPA within Telefônica and how our proof of concept was constructed. For those that...
Winning Around the Doubters
November 19 by Wayne ButterfieldI ended my last blog on the subject of return on investment using RPA. If you’ve not seen it yet, check it out here. ROI is obviously key to any project that claims to save Opex on expensive r...
Don't Miss this Chance to Learn About Robotics in Shared Services from Telefonica
October 06 by SSONIf you want an opportunity to ask everything about how-in-the-world robotic process automation (RPA) might figure within your organization, then don't miss Wayne Butterfield's session at our Open Hous...