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The Benefits of Empowering Agents to Go Omni-Digital

This article is co-authored by Julien Rio and Cédric Blum Agents are the heartbeats of contact centers and Customer Service departments: the quality of Customer Service and Customers’ Satisfaction heavily depends on their skills, motivation, and ability to solve customers’ problems. 66% of consumers say their experience with agents impacted their impression of the brand. Thus, companies are now empowering agents to go Omni-digital. To adapt to changing Customers’ Expectations, companies are progressively moving to…