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Magnus Geverts at Teleopti takes a look at providing a cohesive experience across different channels supported by flexible workforce management (WFM)

A recent study found the average person checks his or her smartphone a staggering 85 times a day! And just look around in shops and cafés, on buses and trains – even while walking in the street - almost everyone is glued to a personal electronic device. The rise in mobility has created a world of 24/7 connectivity and a subsequent demand for instant information.

This puts increasing pressure on contact centers and customer service departments. Many have transitioned from single-channel to multi-channel, to now omni-channel interaction. Irrespective of channel, be it voice, e-mail, chat, social media, Skype or other mobile apps, customers want and expect a consistent, satisfying and effortless experience – each and every time. As for employees, they expect an environment that encourages them to flourish...

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