6 trender som kontaktcenterchefen måste ha koll på

kontaktcenter Så gott som alla kontaktcenter använder sig av AI idag – utmaningen är att använda tekniken på rätt sätt och att inte tappa den mänskliga aspekten av kundmötet. Det berättar Magnus Geverts på Calabrio, som nyligen släppt sin årliga kontaktcenterundersökning.

6 trender som kontaktcenterchefen måste ha koll på

Molntjänstföretaget Calabrio erbjuder en bred palett av verktyg som hjälper kontaktcenter över hela världen att öka medarbetarnas engagemang och optimera verksamheten, inte minst när det gäller workforce management.

Någonting är fel

Du är inloggad som prenumerant hos förlaget Pauser Media, men nånting är fel. På din profilsida ser du vilka av våra produkter som du har tillgång till. Skulle uppgifterna inte stämma på din profilsida – vänligen kontakta vår kundtjänst.

Varje år sammanställer man också en rapport där man lyfter de viktigaste trenderna på kontaktcenter- och kundserviceområdet. I årets State of the contact center-undersökning har man bland annat frågat kontaktcenterchefer över hela världen om deras syn på AI-verktyg och vad man prioriterar i sitt förbättringsarbete – och det visar sig att kontaktcenter i de nordiska länderna skiljer sig en del från övriga världen.

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