Intelligent Automation: How Contact Centres Are Driving Success
By deploying intelligent automation agents no longer need to miss out on communications and training that empower and equip them to do their jobs better.
Transport for NSW selects Alvaria Workforce Engagement Management Suite for Back-Office and Agent Improvement Tools and Mobile Schedule Management
Transport for NSW was looking for a platform that could seamlessly integrate across the entire workforce planning cycle integrated with their omnichannel contact centre that includes voice, live chat and back-office functionality.
How an Intelligent Automation Solution can Overcome Common Contact Centre Challenges
Intelligent automation solutions are increasingly being applied throughout the contact centre industry to help you deliver a better customer experience and improve processes, as well as seamlessly support agents.
The Rise of Intelligent Automation Solutions to Improve Contact Centre Productivity
Unlocking productivity within a contact centre through the utilisation of intelligent automation is key to quantifying how automation and artificial intelligence has provided an unprecedented return on investment. As contact centres strive to streamline…
TSA Group Chooses Alvaria Workforce Engagement Management For Volume Forecasting, Mobile Schedule Management and Optimal Seat Utilisation
Alvaria and Call Design announce a new Alvaria Workforce customer, TSA Group. Australia’s leading CX outsourcing solutions provider, TSA Group, has approximately 3,000 customer service and sales agents servicing industries including telco, health insurance,…
Move Over Millennials, Generation Z is Here
Just when companies were starting to feel confident in their understanding of Millennials, along comes a new generation entering the workforce — Generation Z. Loosely defined as those born between 1994 and 2010, Gen Zers have unique characteristics that…
5 Ways Contact Centre Automation Improves Efficiency
With real time automation you can improve efficiency and create a better customer experience for both customers and staff. The software connects to both your contact centre platform and your workforce management system enabling it to monitor queues and update…
5 Powerful Capabilities of Gamification
Gamification is one of the most effective methods for contact centres to develop an engaging learning experience for employees to learn new skills and connect their actions to business outcomes. By encouraging workplace competition and collaboration, you can…
How to Use Gamification to Engage Remote Teams
Disconnected? Disinterested? Not sure how everything fits anymore? These are often the sentiments expressed as working from home employees reshuffle pandemic style and adapt. Those who have worked at home know how hard it is to remain motivated and attentive…
Why Contact Centres Must Accelerate Their Digital Transformation Strategies
A new wave of technology adoption is closing the gap in contact centre operations and shaping how agents perform on a day-to-day basis. While older, legacy systems are common, many contact centres are adopting new digital strategies to elevate productivity…
Building A Modern Engagement-Centric Workforce
The expectations of customer service experience have amplified making it important for managers to adopt new engagement techniques.