Digital Workers
What are Digital Workers?
Digital Workers refers to employees within an organization, including the contact center and back-office, that handle customer-related interactions and tasks on digital channels, including email, chat, messaging, social, and more.
The term covers people whose work happens largely in written, digital channels rather than on the phone. That includes contact center agents handling chat and messaging, and also back-office staff processing email requests, forms, cases and follow-up tasks. Because written work can often be handled asynchronously, one person may manage several conversations or tasks at once. Some vendors use “digital worker” for software bots; here it refers to people.
Managing digital workers well means routing written work with the same discipline as voice: queues, priorities, service levels and concurrency limits that reflect how complex each item is. Useful measures include response and resolution times, backlog age and quality. Giving these staff the same desktop, context and knowledge as voice agents helps keep service consistent across teams.
Related: Back office, Task, Robotic process automation (RPA), Totalix.