Digital service integration is a top goal for many government agencies. Citizen expectations of digital services are based on the smooth interaction they have with commercial entities like their…
Tag: Contact center training
in Artificial Intelligence, blog, chatbot, doug taylor, In the News, news, social media, Technology0by
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The Real Benefits of Artificial Intelligence
Adding AI to the contact center enables rapid information retrieval, leading to a better experience for both agents and customers Microsoft made headlines in 2016 when a representative of the…
in blog, Contact Center Training, derrick spires, doug taylor, Gamification, In the News, news, Strategy, Thought Leadership, training0by
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Want to Improve Contact Center Training? Try a Gamification Approach
Well-designed games permit users to develop directed, empathic responses to carefully crafted situations and permutations. These types of simulations are particularly useful when training customer service representatives (CSRs) in a…
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Contact Center Training Needs Technology and People
We’ve been programmed to seek out information via technology. But certain work environments require more than technology-based learning solutions. Technology helps us learn every day. We consult Siri and Alexa…
Giving Citizen Satisfaction a Boost
Published on The Public Manager Written by Paula Ketter The ACSI Federal Government Report 2016 reports that “following three years of steady erosion ending in an all-time low score, citizen satisfaction with…