Blog

More than ever, technology is at the heart of business processes. In this context, contact centers are entering a new age and will have to deeply transform themselves in order to offer ever better quality of service and gain agility in their operations.

The digital transformation of contact centers was sped up by lockdowns or stay at home orders and caused rapid changes. This transformation not only caused changes within the contact centers, but also with customer expectations. In the following, Eric Buhagiar, Managing Director at ASC, explains how the digital transformation changed the customer experience and what can be expected for the future of contact centers and customer services.

Large amounts of data from different channels accumulate in companies of every size everywhere every day. Analytics tools are helping to harvest valuable information from this data. By means of artificial intelligence, huge amounts of data can be assessed, and patterns and contexts identified a lot faster than human labor could. But what is the potential of artificial intelligence in analytics? Peter Schmitt, CTO at ASC, explains the advantages for contact centers, financial service providers,…

The ways that contact centers engage with customers have changed with the emergence of mobile devices and omni-channel options. What hasn’t changed is the demand for prompt and efficient service, regardless of the communication channel. With a workforce optimization solution, you have access to a wealth of insightful information on contact center performance. So how to unlock the full potential of your customer experience with valuable insights into every interaction? Chris Wearne, Managing…