The role of supervisor directly impacts contact center agent experience. The tools that are available to supervisors impact how they can perform that role. High-performing agent supervision tools must...

Contact centers strive to be accessible via as many channels as possible in order to meet growing customer preferences. Rich communication services (RCS) is sure to get a large...

In Western Europe, the public sector occupies a special place in the customer relations landscape. Public sector services, country to country, have varying levels of maturity and therefore, different...

Historiquement, le conseiller client répondait aux clients au téléphone principalement. Depuis, les entreprises ont adopté de nouveaux canaux, la plupart digitaux, pour répondre aux attentes des consommateurs et gagner...

Afin de fournir une expérience client de qualité, les marques se doivent d'accompagner de bout en bout les clients sur divers canaux de communication. Elles doivent également faire...

L'usage d'une solution de Contact Center as a Service (CCaaS) par les centres de contacts des entreprises soulève de nombreux enjeux autour de sujets tels que le stockage,...

La digitalisation, l’engouement des clients pour les applications de messagerie instantanée ainsi que l’usage prépondérant du mobile ont profondément modifié les modes de communication avec les marques. Les clients...

Current challenges of customer experience (CX) include keeping up with customers across a wide array of communication channels and accommodating agents who wish to work from home. When your...

Digitalization, the popularity of instant messaging applications and the growing use of smartphones have significantly changed the way people communicate with brands. Customers have become used to "ATAWADAC" services,...

Adopting a cloud-based Contact Center as a Service (CCaaS) solution can raise questions around data storage, control, accessibility and protection. What are the security risks? How can contact centers...