The Future of AI in Contact Centres
We will probably see AI help drive specialisation and advanced staffing models, such as that…
Let Agents Design Their Own Tools
Customer service agents should be involved in designing new tools and technologies, because they know…
Two Points of View on Self-Service
What does it mean for the customers, but also for the organisation? How not to…
Make Sure All Agents Know What to Do at All Times
The time they need to search for relevant information is the time wasted. Do not…