How can resource planners achieve the best balance between agents’ wishes for their schedules and the forecasted needs of the contact center? Rebecca Philp at Teleopti, weighs up the two options on offer… Continue reading Agent Preferences v Shift Bidding – Which to Choose? asks Teleopti
All posts by Sam Heggie-Collins
honeybee and Capita to Join Forces in Transforming Contact Centre Sales Operations
honeybee, a pioneering software platform that transforms customer and colleague sales journeys, has today announced a 3-year partnership with Capita, the UK’s leading provider of business process outsourcing. Continue reading honeybee and Capita to Join Forces in Transforming Contact Centre Sales Operations
Liquid Voice Helps Organisations To Comply With GDPR
Liquid Voice, one of the leading providers of interaction recording, quality management and analytics, has announced the immediate availability of an innovative new solution that will help organisations to comply with GDPR which comes into effect in May 2018. Continue reading Liquid Voice Helps Organisations To Comply With GDPR
Webhelp Named a Star Performer and Major Contender in the Everest PEAK Matrix
Leading global customer experience management expert, Webhelp, has been named a Star Performer and Major Contender in the recently released Everest PEAK Matrix. Continue reading Webhelp Named a Star Performer and Major Contender in the Everest PEAK Matrix
Nomad Handheld Devices Empower Delta Agents to Assist Customers on the Go
Delta Air Lines has rolled out 100 handheld devices to help gate agents drive more personal engagements with customers at its home airport in Atlanta. The convenient “Nomad” tool is the size of a cell phone and gives agents the ability to make seat changes, rebook customers, check bag status, board or check-in customers, and print bag tags and boarding passes all in the palm of their hand. Continue reading Nomad Handheld Devices Empower Delta Agents to Assist Customers on the Go
DigitalGenius Takes Top Prize in the Eurostar 2025 Challenge
DigitalGenius announced it took the top spot in the Eurostar 2025 Challenge, held at Viva Technology Paris, with its technology using practical applications of machine learning and artificial intelligence to improve customer service. As a result, DigitalGenius will run a pilot program this year with Eurostar to implement its Human+AI™ Customer Service Platform for the high-speed rail service. Continue reading DigitalGenius Takes Top Prize in the Eurostar 2025 Challenge