Stories that mention Rod Lester
Why artificial intelligence is the invisible engine driving contact centre success
Tue, 11th Oct 2022
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bi
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contact centre
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data analytics
While it’s still arguably true that data is invaluable, especially when refined, businesses may have lingering questions around how to harness the power of their data and uncover its true value.
How to overcome the digital experience dilemma - NICE
Fri, 8th Jul 2022
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contact centre
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data analytics
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bi
While self-service solutions can provide major benefits, live voice and chat interactions are still an important part of customer service that continue to need support and investment.
Leveraging technology in contact centres to reduce attrition rates
Fri, 27th May 2022
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bi
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contact centre
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crm
Many organisations worldwide have accelerated DX to better respond to changing market drivers and business environments after the disruption of the pandemic.
Tech job moves - Accenture, Brother, KPMG, Intel & Nintex
Tue, 26th Apr 2022
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contact centre
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multi-cloud
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devsecops
We round up all job appointments from April 11-22, 2022, in one place to keep you updated with the latest from across the tech industries.
How leveraging AI-driven analytics can increase customer satisfaction in the contact centre
Wed, 9th Mar 2022
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bi
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big data
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crm
Failing to provide competitive, high-quality customer service at every touchpoint can lead to low levels of customer satisfaction, which can have detrimental impacts on a business.
How artificial intelligence impacts business transformation
Tue, 26th Oct 2021
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contact centre
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data analytics
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bi
AI can be a useful tool for improving CX — in terms of how human agents interact with customers, and how customers engage with contact centres.
Transforming contact centres with a digital-first customer experience strategy
Fri, 24th Sep 2021
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bi
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contact centre
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crm
Taking a genuinely digital-first approach to CX means organisations must understand how customers access services and how they are supported.
Best practices for implementing a chatbot or virtual agent
Tue, 6th Jul 2021
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bi
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contact centre
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crm
Rushing to implement solutions can lead to poor CX and have significant negative impacts on the bottom line, writes NICE managing director for ANZ Rod Lester.