Month: February 2018

16 February 2018

The future of voice – six step survival guide for contact centers

Written by Annika Edberg

Voice

According to Annika Edberg at Teleopti, voice is no longer the endangered species many would have us believe. It all comes down to adaptability and flexible workforce management (WFM). Voice may no longer be at the top of everyone’s...

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Artificial Intelligence, Customer experience, Digitalization, Multi-channel contact center, Omni-channel, organizational efficiency, Service Levels agent journey, AI, always-on culture, artificial intelligence, automated customer support, chatbots, corporate digital eco-system, digitalization, inbound telephony, multi-channel, personalized customer experience, service level, virtual assistants 1 Comment

02 February 2018

Out with the old, in with the new – 5 old habits to consign to history

Written by Jeremy Hamill-Keays

old habits

According to Jeremy Hamill-Keays, old habits are hard to break and the use of technology is no different. Here, he recommends 5 approaches to contact center management that can be consigned to history. Innovation is everywhere and it can...

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Business Development, Coaching and Training, contact center, organizational efficiency, productivity ACD, agent competences, agent self-service, automated WFM, cloud-based WFM, coaching, contact-center skills, customer experience, enquiry distribution, intraday changes, intraday monitoring, multi-channel, multimedia ACD, responsive automation, self-service, work-life balance Leave a Comment

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