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?
First some facts for you: In a study done by Deloitte 92% of all people living in the Nordic countries in the age of 18-75 own a smartphone themselves or have immediate access to one. Check!
Understanding your customers and knowing what satisfies them and creates loyalty is one of the key differentiators for businesses in the world today – especially if you are in highly competitive markets like finance, insurance, gaming, retail, telecommunications and many more.
Do you know why your customers are contacting you, their sentiment, the feelings they have and what they wish to accomplish with the interaction? By Torbjörn Hörberg, Customer Experience Expert
More and more of today’s consumers are demanding a quick solution to their problem, inquiry, or purchase. They are often in several channels at once trying to get the fastest support they can with the lowest effort.
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 […]
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 […]
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 […]