Contact Centre

Modern contact centres need to add intelligence not only in the way it deals with customers but also with agents says Einat Weiss, Chief Marketing Officer at NICE Systems  There is a significant shift in how contact centres operate and measure results. “Instead of looking at specific interactions and the type of efficiency, we’re calculating […]

By harnessing the power of automatic speech recognition systems, contact centres can boost CX and get over the regulatory compliance hump. Customer satisfaction is critical in contact centres. Customer happiness, loyalty, and eventually, a company’s bottom line can all be impacted by a poor customer experience. According to VisionCritical, a consumer intelligence platform, the total […]

It’s not about a takeover by robots. If anything, robotic process automation or RPA helps the contact centre agent focus on more meaningful tasks by taking on repetitive chores.  Marketers have long known the importance of customer support in sealing loyalty or pushing the customer towards the nearest competitor. It may not be the sexiest […]