• Emovis, filiale du groupe Abertis Mobility Services (AMS), est leader dans le domaine des systèmes de péage.

In today’s contact centres we measure advisors more than just about any other role across any sector. But do we ever stop to think about what it is that we’re measuring – and more importantly, what we’re not?

S’il existe aujourd’hui un travail scruté plus que tout autre, tous secteurs d’activité confondus, c’est bien celui d’agent de centre de contact. De nombreuses données sont passées au crible en permanence quand d’autres sont encore trop souvent ignorées. Il est temps de changer la donne pour le bien-être des collaborateurs !

Why it’s time to look inwards and unlock the potential of your #1 asset

CHANGE IS AFFECTING YOUR PEOPLE

Disruptive factors such as digital transformation, the increased use of automation and AI, smarter use of data across the business, and the transition to the cloud are all combining to bring huge change across the customer service sector.

Pourquoi est-il temps de libérer le potentiel de votre atout n° 1 ?

LES GRANDS BONDS EN AVANT TECHNOLOGIQUES ONT UN IMPACT SUR VOS CONSEILLERS

Transformation digitale, utilisation accrue de l’automatisation et de l’IA, exploitation plus intelligente des données à tous les niveaux de l’entreprise, transition vers le cloud… en quelques années, le secteur du

Twilio lets organisations use communications and data to add intelligence to every step of the customer journey. That’s why hundreds of thousands of businesses now use Twilio to design, build and deliver brilliant experiences for their customers. 
 

Twilio est une plateforme programmable de communication par le cloud qui aide les développeurs à ajouter les messages instantanés, la voix et la vidéo à n’importe quelle application. Nous sommes l’un des spécialistes de la mise en œuvre des solutions Twilio en Europe, ce qui fait de nous le partenaire idéal pour vous aider à rapidement transformer votre expérience client à l’aide de sa technologie modulaire et adaptable.

Well, just a few weeks on from the completion of Sabio’s very own streaming series, CXNow – the summer’s most anticipated virtual event I’m sure you’ll agree – we felt it was time to reflect on what was an outstandingly successful few weeks on all things CX... 

As holidaymakers look forward to sand between their toes, there are exciting opportunities for travel agents and holiday providers.

As the travel sector faces a huge volume of calls, it’s worth remembering that bots have their benefits. Find out how automation can support holiday contact centre agents and improve your customer experience.

The British high street is not dead. There, I’ve said it. Yes, Debenhams and the Arcadia Group stores are closing. Yes, the pandemic has put high street stores under immense pressure. But I don’t think this is the end of our town and city centres. I think this is an opportunity to transform the retail industry and start afresh. We need to start by rethinking our approach to customer experience (CX).

Any kind of meaningful transformation takes effort and focus. Transforming your customer experience through a cloud migration is no different.

Unless you know what problems you’re trying to solve with the cloud, you may not see the contact centre transformation you had hoped for. But once you have a plan, the sky’s the limit.

You may have heard there’s a new kid on the block. At Google Next 2020, Google Cloud have introduced “Dialogflow CX” and the DVELP team have been having some fun experimenting with this new bot-building tool. We’re now ready to share our initial thoughts on what Dialogflow CX could offer our clients.

In our season finale, Aileen Allkins, CEO and Founder of Aileen Allkins Consultancy (AAC) joins the pod booth to discuss whether the Customer Service Industry is on the precipice of a paradigm shift in the way they operate or whether businesses will go back to the way they were

Language has been our default way of communicating for around 150,000 years.

Delivering such a high-quality customer experience approach at scale – one that’s consistent across both digital and physical engagement channels – has always been challenging. That’s where Service Cloud Voice fits in, allowing you to integrate your enterprise voice telephony into Salesforce CRM.

Take your first step towards a digital voice channel. Intent Capture and Analysis (IC&A) uses Google Cloud’s Contact Centre AI to uncover reasons for calls into the contact centre. By capturing customers intents and categorising the reasons for calling, you build rich insights to help support business decisions.

As you’d expect, Google Cloud’s contact centre solutions include some of the best automation and AI tools out there.

Sans surprise, les solutions de centre de contact de Google Cloud incluent certains des meilleurs outils du marché pour l’automatisation et l’IA. Diagflow, qui fait partie de la solution Contact Center AI de Google Cloud, contribue à rendre les expériences clients sans effort, tout en vous fournissant des informations précieuses sur les conservations et les clients.