As customer service becomes more dynamic, contact centers play an ever-evolving role in creating exceptional customer experiences.
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Transforming customer experiences
Your search for back office performance returned 11 results.
The transition to digital-first customer service has fundamentally changed the nature of workforce management.
You forecasted that your contact center would receive 100 calls and 50 chat requests each hour during today’s morning shift. A quick count at 11 a.m., however, reveals that you’ve actually gotten 20 calls and 90 chat requests each hour—a far cry from what you’d anticipated.
The contact center industry has seen two trends happening in parallel – rising wages and agent attrition.
As in many other industries, the financial sector is facing several challenges that have a distinct impact on back-office performance.
In today’s world technology is changing – and fast. In our personal lives, we use lots of different technologies to communicate with friends and family all over the world – mobile phones, video, chat, email and social networks. In this way at least, the world has truly become a ‘smaller place.’
Agile methodologies streamline the development of attended automation robots by enhancing collaboration between business users and developers.
