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October 11, 2019 • 110

The pitfalls of workforce management and how to overcome them

Workforce management (WFM) is critical to the ecosystem of a call centre, with benefits ranging from reduced costs thanks to automated schedules and an improved customer experience as a result of happier agents. However, some contact centres have trepidations when it comes to implementing this kind of technology, worrying that they could fall into...

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July 4, 2019 • 816

Enhancing the Customer Experience: How Artificial Intelligence is Transforming Contact Centres

AI in Contact Centres delivers valuable insights that can be used to streamline, optimise, and personalise customer journeys to enhance customer experience. Artificial intelligence (AI) has the potential to sift through large volumes of data to uncover unique and valuable insights. In the Contact Centre environment, you can imagine the capability...

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July 4, 2019 • Blog • 570

Are digital channels really any cheaper?
February 11, 2019 • Blog • 1704

Lessons in enhancing customer experience

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