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?

How to make your RPA investment a success

I have been working for many years in the Customer Experience world and picked a few things that will help you along the way in creating the success we all want from our robotic process automation projects. Feel free to contact me at any time If you want to discuss them further or just give […]

Connect All Processes And Create The End To End Customer Journey

In this last video, in the series of three, our Customer Experience SME, Torbjörn Hörberg guides you through how you can connect all processes from RDA and RPA and create an end-to-end Customer Journey by making it easier and more effortless for the customer with Business Process Automation.  Difference between RDA, RPA and BPA Not […]

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 […]