Without a clear understanding of how AI fits into the overall strategy, contact centres risk misalignment, says James Guthrie, founder of Smartz Solutions.
Timeline
2024
July
- 16. today
May
- 30. today One of the most significant challenges contact centres face is the reliance on traditional legacy systems, says James Guthrie, founder of Smartz Solutions.
- today 22. Smartz Solutions provides omnichannel communication solutions designed to unify back-office operations, communications and employee engagement.
April
- 03. today Ticketpro partnered with Smartz Solutions to remove operational inefficiencies and boost customer experiences.
February
- 21. today Customer-agent matching employs advanced algorithms, machine learning and sentiment analysis to pair customers with the most suitable agents, says Leon Katzke, chief software officer at Smartz Solutions.
- today 20. The key to transforming employee experiences in contact centres lies in moving beyond mere task allocation.