Almost two months of 2021 has gone by, and we still find ourselves in a global pandemic, which does not seem to let completely go any time soon. The way we act among other people and do business has forever changed.
Whenever, I hear this, I get sad. And I hear it far too often. Unfortunately, many organizations have never got the desired ROI from their automation investment. This blog article goes out to those who’ve already invested in automation, but is not getting the wanted outcome, and to you who are looking into investing in […]
One thing I come across every time I visit a customer’s contact center is the concern about AHT (Average Handle Time). The issues are taking too long to solve, taking up valuable time for the agent, and creating a poor customer experience.
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.
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?
Yet again we are proud to announce that one of our partners has been recognized as a leader by a major research and analytics firm. This time it is our Business Process Automation and RPA business partner, NICE who recently was crowned as an RPA-leader by Everest Group in their 2020 PEAK Matrix® Assessment.
Sales-peaks happen all year long and create wonderful things and opportunities for the businesses. However, companies that go after these specific seasonal sales-peaks, like Black Friday and Summer Sale, are not always prepared for the workload that often comes with it.
In this blog post we will not go in depth, how to merger businesses in general, you will need a lawyer for that. But we will go in depth with how you, in the best possible way, merger two or more contact centers into one, by focusing on the merger-process. This process is often a […]