Increased agent, satisfied customer!
Contact centre jobs are often precarious or a source of stress... What are the consequences for advisors?
How customer relationship centres are reorganising themselves...
The health crisis has had a lasting impact on the relationship with work and telework is becoming structural. How do contact centres organise themselves?
The industrialisation of customer relationship centres...
Contact centre jobs are often precarious or a source of stress... What are the consequences for advisors?
What will the contact centre of tomorrow look like?
Used by agents and customers alike, the home office continues to revolutionise the world of customer relations...
The decisive challenges of telework for companies
The Covid-19 health crisis has brought new and unexpected constraints. What are the challenges of teleworking for contact centres?
The irresistible emergence of IVR in English
Conversational AI is a guarantee of improved working conditions for teleconsultants!
The obsolescence of old IVRs
The DTMF voice server is tending to disappear. Thus, the implementation of a conversational assistant is a key lever for customer relations!
The Web Call Back: a powerful tool to help...
After realising that a call generated via a Click To Call can go unanswered, the Web Call Back was born. Discover the potential of this technique and
Self-care: towards the augmented customer and colla...
As a source of spontaneous information for customers, self-care allows contact centres to be considerably relieved of their workload.