As the contact centre moves into the digital age, chatbots are fast becoming a regular fixture. The benefits of this solution are plentiful – providing contact deflection from the contact centre (resulting in a reduction in costs), delivering improvements in customer resolution rates, and boosting customer and employee experience. However, to...
As 2019 draws to a close, Dave Hoekstra predicts an exciting road ahead for Workforce Management. While innovations like Artificial Intelligence and Analytics have the power to transform CX, they should be easy to use and understand. Read on to discover 3 ways to master the art of simple sophistication. Over the past few months, [&hellip...
