Vor der Einführung hybrider Arbeitsmodelle, die es Mitarbeiter: innen ermöglichen, von zu Hause aus zu arbeiten, sah der Callcenter-Alltag in etwa so aus: ein geschäftiges Großraumbüro, Agent:innen mit Headsets an Schreibtischen – ausgestattet mit Tischtelefonen und Monitoren – und Vorgesetzte, die unermüdlich ihre Runden drehen. Eingehende Anrufe erreichen verfügbare Agenten, die eiligst in mehreren Bildschirmmasken
Automation gets rid of complexity, improves the customer experience, and helps your people do what they do best. Aided by automation, middle- and back-office employees can easily collaborate with support staff to resolve issues faster. Service agents are freed from mundane and repetitive tasks so they can focus on solving complex problems. And the entire
For the fourth edition of our “State of Sales” report, Salesforce Research surveyed nearly 6,000 sales professionals worldwide to discover: How inside and outside reps are adjusting to new expectations from leaders and customers The evolving responsibilities and elevated importance of sales operations New growth strategies and tactics that sales leaders are adopting amid a
A New IDC survey reveals how contact centres in Europe can optimise both employee and Customer Experiences. International Data Corporation (IDC) is the premier global provider of market intelligence, advisory services, and events for the information technology, telecommunications, and consumer technology markets. IDC helps IT professionals, business executives, and the investment community make fact-based decisions
ACTIVESCALE COLD STORAGE CONÇU POUR LES ARCHIVES A LONG TERME D’ENTREPRISE, WEBSCALE et HYPERSCALE Les données numériques occupent aujourd’hui une place prépondérante dans tous les aspects de nos vies et devraient jouer un rôle encore plus important à l’avenir. Leur croissance exponentielle est donc inexorable. Ces trois prochaines années, le volume total de données produit
Le opportunità di crescita per i BPO sono molteplici, ma le regole chiave che guideranno i miglioramenti futuri saranno diverse da quelle del passato. Di fatto, sono cinque gli imperativi destinati a definire il programma di crescita per gli operatori BPO. Scarica l’eBook per saperne di più!
Today’s students expect and demand a whole range of ways to contact their preferred universities and for the applications process to be smoothly managed through those same channels. A traditional voice-based PBX exchange is ill-equipped to meet those expectations, or to handle the speed and complexity of customer service interactions in the digital age. And
This Whitepaper explores the changes in consumers’ channel preferences and satisfaction, the devices they’re using to interact with businesses, trends in personalization and how consumers are using social media to advocate for the companies that provide excellent service.
In May and June 2021, Genesys partnered with The Valuegraphics Project on a global survey of 16,671 contact centre employees in sales, customer care and tech support. This survey focused on their personal values — what they care about most in life. Download this whitepaper for mor information.
Industries are shifting focus from workforce optimization to workforce engagement management (WEM). They’re moving from only monitoring productivity numbers to analyzing data from all parts of the contact center. In fact, 86% of organizations now consider employee engagement to be of equal or higher importance than other factors. Download the whitepaper for more information.