One machine can do the work of fifty people. But, no machine can ever do the work of an emotionally intelligent person. This article explains why you should aim for a combination of chatbots and real agents to best serve your customers and boost productivity.
Posts in category Wfm Strategy
Contact centers have an important role to play to keep people informed and calm during the current coronavirus (COVID-19) pandemic. When customers panic, they usually pick up the phone. But what do you do when your demand spikes? What if your wait times increase due to lack of front-line staff? How do you focus on your customers' experience during this crisis?
Occupancy is a key metric for contact centers that neither want to burn money nor burn out their agents. It's also crucial for getting long-term hiring and staffing plans right and for improving efficiency and customer satisfaction. Learn more.
Workforce Management (WFM) at contact centers is changing. What trends should planners and contact center managers keep an eye on in 2020? Three experts at injixo bring their own unique perspective to the table.
Asynchronous Chat is developing into a promising new channel for contact centers. If you want to make use of it, read on to learn more about the challenges and potential benefits for your center.