Omnichannel is a much-discussed topic that raises a lot of different questions. We have picked out the f...
SoftBCom Contact Center (SCC) is a software product for building contact centers that belongs to a new g...
How it works and how it helps the customers and the business ACD – Automatic Call Distribution, or autom...
What is WFM? WFM (Workforce Management System) forecasts staffing needs in retail, banking, contact cent...
What is ITSM? ITSM stands for IT service management. It encompasses all services and measures required t...
Initial Situation A contact center provides mass secretarial and back-office services. Its main customer...
About the company Globus is one of the largest DIY chains in Germany with 14 DIY stores and 4 online sto...
Agent Jana and the customer value contact center - Using Omni channel Watch video
About the company Profil24 is a 24/7 contact center for car rental companies and airlines, working on nu...
About the company The contact center at Kuck + Schmidt (K&S) works mainly with inbound calls and man...
