More and more organizations give social media a prominent place in their communication and marketing strategies. Ignoring Facebook and Twitter is not an option anymore.
The evolution of the contact center industry has resulted in a wide range of training courses and educational tracks for contact center professionals.
The next few years will show a change in the way we communicate with organizations and friends.
Text: Dr. Ir. Wim Luimes Speech recognition enables people to communicate with a computer by using normal speech. Speech technology is often used at contact centres for the identification of the customer/caller and classification of the conversation or the question. The system understands what the caller says and automatically gives the correct answer (self-service) or … Continue reading Customer contact solutions with the help of speech recognition, the state of affairs
Organizations often make use of consultants: to solve problems, fight a crisis or start changes. They also contribute with their knowledge and experience in the contactcentre world. Before using a consultant, it is wise to think about the pitfalls when hiring a consultant.
A benchmark is a comparative study between the practises and performances between companies. Benchmarks can offer an insight on best practices, the right development direction or index numbers as financial variables.