Hybrid Contact Centre as the Future Contact Centre Model?
When setting up working environments for the new normal, companies also need to keep in…
Supporting Customers In Their Digital Journey
While striving to meet their digitalisation goals, companies should not forget, that the continues support…
Interview With Ulf Michaelis
Best in Class – The strategic improvement programme of Telefónica Germany’s Customer Service & Sales…
Agents Providing Personal Customer Experience Offering Empathy
Let’s not forget, that not only customers have been dealing with the effects of the…
“Meaningful and Inspiring for Belgian Society. Together.”
Belfius’ bank motto fits perfectly with their tool that enables customers to share their screen…
UniCredit’s Success of Smart Working
When the pandemic hit, UniCredit Bank reacted quickly and enabled their customer service agents to…
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…