Nina Mansell introduces a strategy which aims to help contact centres boost employee engagement, without harming service levels.
This white paper shares industry experts’ and analysts’ latest thinking around how contact centres need to adapt to maintain a competitive edge in today’s multichannel environment and how best to leverage technology to get the most from your contact centre […]
This white paper is an interview with Richard Snow, VP and Director of Customer and Contact Center Research at Ventana Research.
As consumers, we demand a frictionless experience, giving loyalty to companies that consider this important. As such, many contact centres are putting the Customer Experience (CX) at the heart of their processes, creating innovative ways to improve their service offerings.
Every-day issues will hit your call centre. Whatever the cause, these events must be addressed. Intraday Automation keeps call centres on top of events that threaten performance. It isn’t just about coping, it’s about proactive management of resources.