Q&A with our Contact Center and CX expert

Recently we had a Q&A post on LinkedIn where people could ask questions regarding customer experience and agent experience. Torbjörn Hörberg, who is our expert on the subject was ready to answer all the great questions that came in. These are the questions from the post, and the answers form from Torbjörn.

How to improve the collaboration between the staff in the contact center

In a contact center the agents rely on many different systems to complete a single customer interaction. Sometimes a contact center agent also replies on his/her co-workers and colleagues. But how do you create the best collaborative environment for the agents on-floor, the supervisors, and the rest of the organization?

Torbjörn Hörberg – Customer Experience Expert

Meet Torbjörn Hörberg. Customer Experience Expert at TM Group. “My heart beats for customer service, and creating the best experience for customers, when they interact with the brands. It’s what I have been working with for over 18 years. I come from working mostly in the retail world of IKEA and the customer support there. […]

NICE inContact as the market leader in Omdia research

TM Group business partner and customer experience solution provider, NICE inContact has just been recognized as the market leader in Omdia’s Multi Channel Cloud Contact Center Solution Decision Matrix. NICE inContact ranks as the number 1 overall in the technology assessment, execution assessment and market impact ratings in the 2020-21 research. Paul Jarman, NICE inContact […]

NICE inContact is now a TM Group Business Partner

NICE inContact CXone is the leading cloud customer experience platform with a unified approach to Customer Analytics, Omnichannel Routing, Workforce Management, and Automation & Artificial Intelligence, enabling a more efficient environment for employees, exceptional customer experiences and better business results. CXone is already in use all over the world with more than 240 customers in […]