Contact Centre

There is a significant shift in how contact centres operate and measure results. “Instead of looking at specific interactions and the type of efficiency, we’re calculating the journey excellence score,” says Einat Weiss, Chief Marketing Officer at NICE Systems. She talks about creating a culture of transparency and engagement to find the right fit between […]

By harnessing the power of automatic speech recognition systems, contact centres can boost CX and get over the regulatory compliance hump.

It’s not about a takeover by robots. If anything, robotic process automation or RPA helps the contact centre agent focus on more meaningful tasks by taking on repetitive chores.