Improve both customer and agent experience with a smart Workforce Management solution

28 Jan 2020 5 min

Far surpassing the cost of telephone, technology, and real estate investments, human resources usually account for more than 50% of a contact center's expenses. With cost reduction in mind, implementing a smart Workforce Management solution (WFM) is an excellent investment. However, this tool offers numerous other benefits!

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Workforce Management

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How to keep your customer service promises

21 Dec 2018

5 min

How to keep your customer service promises

The phone is still the best way to really connect with your customers.

Voice-based chatbots – a revolution in customer relations

14 Dec 2018

4 min

Voice-based chatbots – a revolution in customer relations

While phone is still the most important channel for customer service, voice-based chatbots represent the holy grail of customer service automation, enhancing customer experience to the latest digital standards and delivering a rapid return on investment.

Interconnectedness – the solution to its own problem

7 Dec 2018

7 min

Interconnectedness – the solution to its own problem

The evolution of technology has made it possible to manage customer interaction on a single, interconnected channel. In an era where communication between organizations and their individual customers is fuelling an increased number of interactions, why not use smart technology to take care of your low-complexity cases?

That’s what gets results

21 Dec 2018

7 min

That’s what gets results

Every organization recognizes the importance of good customer service, but it’s how they approach it that makes the difference between exceeding and merely meeting expectations.

The Community Manager’s place in customer relations 2.0

21 Dec 2018

5 min

The Community Manager’s place in customer relations 2.0

What exactly does the Community Manager do within the organisation? Should this role be integrated into customer services or left autonomous? How can customer services also negotiate this digital bend?

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