Saturday morning, 9 a.m., the children are quietly playing and listening to some background music in the living room. I think it would be a great time to contact the customer service department of my cell phone company to negotiate my new plan. There is only one important factor to consider: I am aware that
As mentioned in my last post, using technology to transform the call center engagement model allows for a quick and efficient return on investment. To achieve this, there are 6 proven use cases. This particular post focuses on one of these use cases, the automation of mail or email requests to ensure more consistent processing
As part of the digital shift, the adoption of new technologies is inevitable. The challenge in this type of project is to easily provide relevant information to users. This is where the virtual assistant can become an interesting vehicle. We recently completed a project of this nature. To give you some context, we had to
For many companies, their call center is the main point of contact for their customers. In most call centers, engagement models have several shortcomings that often leave customers with a strange aftertaste in their mouths. Several solutions have been considered in the past without much success. This is where new automation technologies and artificial intelligence come in to help you!
In recent weeks, I have met with several organizations who are wondering how they can foster better collaboration among their employees. In these organizations, many have adopted collaborative technologies, but they have failed to achieve the expected results. Through the discussions, I find that they often have one thing in common: they do not think
The first step is to deploy an operations management system. By operations, we are talking about monitoring everything that happens in your environment. The system must also be able to apply intelligence to the information gathered to establish what is normal for your environment. It is then possible to detect deviations (or suspicious behaviours). For