Is the ChatGPT revolution also affecting contact centers?
Technology is continually changing the way companies interact with their customers. One of the emerging tools in this revolution is ChatGPT (Generative Pre-trained Transformer), the artificial intelligence system that in recent months is literally disrupting our […]
Smart scheduling and flexibility: workforce management in the contact centers of the future
The workforce managementis a key component to better manage a contact center's human resources and optimize the customer experience. But how will this area evolve in the future? Two key words will be: intelligent scheduling and […]
XCALLY's IVR Agent Management: Optimizing Customer Interaction and Operator Management.
In the digital age, providing high-quality customer service is more important than ever. A key component of this service is an IVR (interactive voice response) system effective and well-managed. That's where XCALLY's IVR Agent Management comes […]
Virtual agent training: a practical guide to algorithms, data and processes for smarter chatbots
Chatbots or virtual agents have become essential tools for businesses seeking to improve customer interaction. But to be truly effective, these virtual agents must be trained properly. This article will guide you through the fundamentals of […]
Workforce management and customer experience: the importance of strategic human resources management for service excellence
Within an increasingly competitive world, customer service excellence has become a key differentiating element. At the heart of high-quality customer service is a well-managed and motivated human resources team. This is where the workforce management. Why […]
Predictive models: what is predictive machine learning and how it can improve your business
Predictive models based on machine learning are becoming essential tools for companies of all sizes, in order to meet the demands of an increasingly competitive market. These models can help companies predict future customer behavior, improve […]