by Miriam Beattie | Mar 22, 2023 Publicly, the workforce has always feared a “robot takeover.” But in our digital world, there will always be things that AI and automation either can’t understand or just can’t accomplish. Inside the call center, automation improves efficiency because it can replicate and optimize the work of an agent…
What does a Contact Centre of the Future look like? Let’s go back 15 years where the average consumer typically used one or two touchpoints when buying an item. Today’s consumers use an average of up to six touchpoints, with half of them regularly using more than four. A contact centre of the future needs…
What is the next step for contact centres? Digital Transformation has been accelerated during the COVID-19 pandemic and contact centres reached a vital turning point. The necessity of migrating contact centre agents, technical staff and management to working from home, still required huge reliance on providing adequate support and nurturing customer relationships. This meant a…
5 Common WFM Forecasting and Scheduling Pitfalls WFM is a powerful driver of extraordinary customer experience and service level attainment. Fine-tuned WFM forecasting and scheduling is how these outcomes are accomplished. But mismanagement can lead to contact center inefficiency, customer and agent dissatisfaction and loss of revenue. A more accurate forecast, and therefore schedule,…
COVID-19: An opportunity to improve your customer relations The Covid-19 pandemic tends to cause economies to contract and negatively affect not only consumers, but also companies, which tend to limit or even postpone their investment plans in customer relations. This is a mistake. It is common knowledge that keeping an existing customer costs 6 to 7…
