Statistically, the majority of contact centres still use manual processes to adjust their intraday workforce scheduling but why play a constant game of catch-up? Dave Hoekstra of Teleopti outlines 5 reasons to invest in real-time management to balance the workload, achieve service levels and mop-up agent idle time. Continue reading Keep calm and carry on: 5 Reasons for Intraday Scheduling in Contact Centres
Daily Archives: August 22, 2019
Inference Solutions Earns Frost & Sullivan’s Customer Value Leadership Award
Inference Solutions, a global provider of Intelligent Virtual Agents for sales and service organizations announced that the company’s Studio Intelligent Virtual Agent (IVA) platform earned Frost & Sullivan’s Customer Value Leadership Award for the IVA market. Continue reading Inference Solutions Earns Frost & Sullivan’s Customer Value Leadership Award
TELUS International survey finds digital native Gen Zers lead demand for personalized customer experience
TELUS International, a customer experience innovator that designs, builds and delivers next-gen digital solutions for global and disruptive brands, announced the results of a U.S. study analyzing consumer interest in personalized customer service experiences. Continue reading TELUS International survey finds digital native Gen Zers lead demand for personalized customer experience