TechSee

FEBRUARY 12, 2019

By drawing on the aggregated knowledge and experience of the contact center workforce, effectively crowdsourcing their expertise, technology providers are creating the next generation of self service platforms. Why the crowdsourcing of expertise is at the core of deep learning-powered self-service tools.

Self service 111

Self service Contact Center contact center workforce Banking 111

NobelBiz

OCTOBER 6, 2020

While acknowledging the risks of this resolution, the bank prefers to redesign the working space, rather than lose some key elements such as team bonding or proper junior training. Needless to say, besides banking and fintech, there is an important number of other industries where face-to-face teamwork and socialization are vital.

Contact Center 52

Contact Center contact center workforce Banking Call Center 52

CSM Magazine

MARCH 19, 2020

Some examples of organizations where Avaya has made a positive impact include: A large health insurance company with millions of medical and specialty members moved 21,000 contact center agents to work remotely from home. One of the largest pharmacy healthcare providers in the U.S. enabled 3,000 remote workers with the help of Avaya.

Healthcare 59

Healthcare Government Education contact center workforce 59

DMG Consulting

SEPTEMBER 14, 2021

Companies are re-evaluating their salary structures as they struggle to hire people for traditionally low-level jobs, including: contact center/customer service representatives, bank tellers, retail clerks, servers, hospitality workers, flight attendants, healthcare aides, and more.

Employee engagement 98

Employee engagement Management Real estate Contact Center 98

Verint

JANUARY 31, 2018

Work performed in the back office in industries such as banking, healthcare, outsourcing and insurance includes processing claims, managing logistics, maintaining records, ensuring compliance and handling prescription orders.

Enterprise 39

Enterprise Healthcare Banking Contact Center 39

Verint

DECEMBER 9, 2015

In addition, these functions have purpose-built solutions to help them be more effective, such as workforce optimization for contact centers, talent management solutions for HR, and core banking systems for financial services.

CCNG 21

CCNG Banking Finance Contact Center 21

Verint

NOVEMBER 15, 2017

We have begun to see the boundaries of the contact center expanding as its functionality encroaches upon other departments within the enterprise, agents gain access to subject matter experts in other departments, and data silos have come together in the interest of improved customer service.

Contact Center 31

Contact Center Enterprise outsourcing Accountability 31