Customers are beginning to expect personalised experiences whenever they make [...]
Even contact centre managers have to talk to other contact centres from time to time in their everyday lives. What’s your pet hate? How could contact centres look after their customers better?
Knowledge management and information management make an important contribution to the improvement of the hard Key performance indicators (kpi’s) of the contact centre, like an average decrease of the conversation duration and the increase of client interactions that are dealt with in one time.