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Industry: Financial Services and Insurance
Markets: France
Industry: Transport and Mobility
Markets: Asia Europe
Industry: Utilities
Markets: United Kingdom
Industry: Public Sector
Industry: Retail
Markets: Asia Europe South America
Industry: Media & Entertainment
Markets: Europe
How can a healthcare insurer obtain the agility needed to meet customer demands while controlling costs and juggling peaks and troughs in traffic?
The acceleration of cloud migration reflects new realities and working models. The cloud offers the scalability, security and evolutive scope that give organisations a cost-effective, competitive edge that is straightforward to integrate, manage and maintain.
The role of supervisor directly affects the contact centre agent experience. The tools that are available to supervisors impact how they can perform the role. High-performing agent supervision tools should be capable of supporting supervisors by letting them organise metrics visually for quick reference and function in hybrid working conditions. Aurore Carrie explains it all.
It can be easy to forget that the contact centre industry is full of passionate and motivated individuals. Historial bad press and publicity on burnout and turnover could fool anyone into thinking the idea of contact centre culture is not grounded in reality. Today however, there is a lot of focus around human-centric values, empathy and wellbeing, with good cause. Inspired by the recent Get Out of Wrap podcast it’s time to talk about promoting a positive future for contact centres.
2021 has ushered in the age of voice, meaning a brand’s vocal identity is nearly as important as its logo. As voice assistants are increasingly becoming part of our daily lives, brands must grasp and meet the latest challenges of vocal branding. To ensure customers easily recognise them without the help of a logo or graphic interface, brands first need to ask themselves the right questions.
