The Future of Contact Center Automation
As technology advances, could contact center agents be replaced by robots? That’s a question some outsourcers in India and the […]
6
Sep
Archive Tag: real-time workforce
20
Jan
Financial Services Contact Centers: Intraday Automation Puts Your Customers First
Today’s financial services contact centers face many challenges when it comes to delivering an exceptional customer experience. In addition to […]
24
Mar
Intraday Automation is the Future of the Agile Workforce
About two weeks ago, I was in a contact center with 250 agents. This center is one of six large […]
16
Oct
A Nose for Real-time Customer Service
Have you seen the viral video making the rounds about Sherlock, the adorable and very energetic dog “employed” by KLM […]
24
Apr
A Real-time Frontline Workforce: Getting the Right People, in the Right Place, at the Right Time
(This blog post first appeared on ICMI on April 3, 2014.) As part of your frontline workforce, a contact center agent’s top […]
16
Jan
What’s the Dis-Service Level in your Multi-Channel Contact Center?
Do you have a multi-channel workforce? Is it effective? When in the business of serving customers, the most important question […]