Whitepaper 'From the pit lane to pole position'


The urgency of customer-centric innovation in the contact centre

Which technology places your company in pole position?

The customer experience has become the competitive tool of choice. In a world where customer behaviour and customer needs are changing at breakneck speed, the need for innovative technologies and automation in the contact centre is increasing. Innovation is key in achieving growth.

In this whitepaper, we discuss the different ways in which AI and other technologies can be applied in contact centres. They help to find the right balance between man and machine, and between scalability and ‘personal touch’, in order to optimally serve the customer.

Topics covered in the whitepaper

  • Artificial Intelligence (AI)
  • Natural Language Processing (NLP)
  • Net Promotor Score vs. Return On Experience (ROX)
  • Bots
  • AI for workforce management
  • Extended reality (augmented and virtual reality)
  • Gamification
  • WFM app
  • Video
  • Big data & data analysis
  • Predictive customer analyses
  • Messaging

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