Managing Productivity in the Remote Workforce, Improving Employee Performance and Elevating Customer Experience
Contact centres have been coping with unprecedented business challenges in 2020. Whether you have a new or experienced remote team, you've probably realized how hard it can be to manage or stay on a proper schedule, let alone improving the workforce’s performance. Customer engagement is an ever...HKCCA Symposium 2019 – Customer Autonomy
Recent developments in artificial intelligence and data analytics are facilitating the automation of some customer effort and allow the emergence of big-data-driven, micro-targeting marketing practices. They can, on the one hand, contribute to customer well-being by making customer choices easier, m...