How AI Lowers AHT Without Hurting FCR
AI doesn’t lower AHT by making advisors work faster. It lowers it by taking away what never needed them in the first place. Share on Table of contents After-call work, meaning writing up notes after each interaction, accounts for between 15% and 30% of an advisor’s total time depending on the organisation. A transcription and […]
Chatbot or Human Agent: The Right Tool at the Right Moment
Chatbots now handle 30% of customer service cases autonomously, according to Salesforce. But 61% of consumers still prefer a human agent for complex situations. This is not a contradiction: it is the map that every CX leader needs to learn to read. Share on Table of contents A chatbot responds in seconds, available 24/7, with […]
4 pieces of advice to managers and employees to help foster intrapreneurship
The innovation race has now reached all activity sectors, bringing a whole range of projects in its wake, designed to boost our companies’ performance and competitiveness – sometimes in unexpected places. Very different from the dusty old image of gloomy, listless workspaces, outsourced customer relationship centres are also following the trend and have become true […]
How to boost the performance and engagement of your employees ?
Find out how to boost your employees’ performances and engagement with SODA and Link Me Up, the social network by Armatis! 39 M Social Media Users in France in January 2020. Used for making recommendations, marketing practices, exchanges of opinions, advice, recruitment and community training, social networks play a predominant role in our professional and […]
