It’s been a year now since COVID-19 struck and changed the way people communicate and deliver customer experience (CX). To succeed, businesses have adapted to changing behaviors, and a...
Guides et conseils
La plupart des centres de contacts mettent déjà les clients en relation avec les conseillers les plus adaptés à un sujet ou une situation grâce au routage basé sur...
Modern contact centers already use skill-based routing to connect customers to agents with the most relevant skills, enabling them to take advantage of specialized teams capable of effectively handling...
2020 was a pivotal year for contact centers. The changes which occurred in the last twelve months will set customer experience trends for years to come. Read on to...
2020 s’est avérée une année charnière pour les centres de contacts. Les changements survenus au cours des douze derniers mois impacteront l’expérience client pour les années à venir. Découvrez...
Personalized channel management strategies are crucial to meeting customer expectations. Since providing multiple channels is now an industry standard, a true differentiator is the effective integration of different cross-channel...
Bien penser sa stratégie de gestion des canaux est essentiel pour répondre aux attentes des clients. Proposer une multiplicité de canaux de communications est désormais la norme. Pour les...
One thing is certain: 2021 will be interesting. Customer contact centers are experimenting with new ways to enhance customer experience and are continuing to adapt to COVID-19. What solutions...
Pour atteindre les objectifs fixés et répondre aux attentes des clients, les entreprises doivent fluidifier leurs opérations et recourir à des technologies de pointe. Le facteur humain demeure pourtant...
Meeting KPIs and customer expectations requires top-notch operations and cutting-edge technology, but the human touch is vital to developing brand-customer relationships. When it comes to customer experience (CX), training...