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Capgemini, a leading provider of consulting, technology and outsourcing services, has a wide range of clients with varying needs – one client alone has customers who speak four languages, while another has no less than 19 skill that must be handled by Capgemini’s agents. With a contact center that handles 1.2 million voice and email interactions per year, effective skills-based routing is incredibly important to Capgemini’s ability to ensure that all clients are connected to the agents with the right knowledge and language skills.

As anyone knows who’s ever filed an insurance claim or been hurt in an accident or at work, it can be a long and frustrating process, with a lot steps and back-and-forth. Or it used to be. In recent years, though, technology has made a huge difference, streamlining the whole process. That’s where Mitchell comes in: We bring together a wide variety of experts, technology solutions, networks, and partners to boost better claims outcome and restore lives.

Part of the challenge facing employees and organizations today is efficiently executing tasks with accuracy all the while connecting to customers with a warm and human touch. Achieving this balance is difficult to pull off in reality without some sort of assistance from a digital virtual assistant or software robot such as myself.

A significant number of industries and organisations experienced major business disruption over the course of 2020.

Ringing in the new year provides an opportunity to create a fresh start for your agents and your contact center – even despite the stale circumstances. So while the start of 2021 might not bring the overnight “new year, new you” fix we were all hoping for, here are some workforce engagement ideas to help refresh your agents’ mindset to start the year on the right foot.

There’s a quote that has often been attributed to Albert Einstein that’s particularly apt today: “Not everything that can be counted counts, and not everything that counts can be counted.”

Attrition has a wide-ranging impact on the contact center. Customer satisfaction (CSAT) can take a hit in contact centers with high levels of attrition due to missed service levels or inexperienced agents. Callers are likely to experience higher average handle times (AHT), more transfers and lower first-call resolution. Supervisors are forced to deal with a greater number of absence- and attendance-related issues, while the business overall is affected by increased costs related to recruitment, onboarding and attrition during onboarding.