Leveraging AI in the next generation contact center

As we emerge from the shadow of Covid-19, businesses have an opportunity to rethink their contact centers and set themselves up for long-term success. If the priority in 2020 was rapid adaptation and survival, the focus for 2021 and beyond should be on reinvention in order to meet a vastly different set of customer expectations. By looking forwards and truly …

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UK customers want more ways to contact businesses

The pandemic has made British consumers think differently about the way they communicate with their favorite brands and businesses. According to a new report from Twilio, most businesses don’t use their customers’ preferred channels of communication. The company polled 2,000 British consumers for the report and found that just a fifth said businesses considered the best at communication actually used …

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Quarter of workers will suffer in silence rather than contact tech support teams

Remote workers in the UK would rather suffer in silence than reach out to their IT department for help, a new report from NetMotion claims.  According to the company’s figures, two thirds of remote workers (66 percent) reported encountering an IT issue so far during the pandemic. Of these, more than half (57.5 percent) decided not to share their issues …

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Contact centres: A tale of efficient scheduling

Times have changed. Every industry is facing new challenges and adapting to new ways of working. Contact centres are experiencing a rapid evolution and have had to accelerate their plans and innovate, due to the increase in demand across multiple inbound and outbound channels caused by the pandemic. And now, we’re once again faced with a new set of circumstances: lockdown …

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