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Why the contact centre needed change: The real role of digital innovation and transformation

Why the contact centre needed change: The real role of digital innovation and transformation
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Smartz Solutions replaces legacy contact centre application at Ticketpro to remove operational inefficiencies and boost customer experiences

Ticketpro partnered with Smartz Solutions to remove operational inefficiencies and boost customer experiences. ....

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CSO says customer-agent matching is key to curtailing customer churn, boosting employee retention

Customer-agent matching employs advanced algorithms, machine learning and sentiment analysis to pair customers with the most suitable agents, says Leon Katzke, chief software officer at Smartz Solutions. ....

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Employee experience predictions for 2024: A new era of engagement

The key to transforming employee experiences in contact centres lies in moving beyond mere task allocation. ....

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Real-time customer-agent matching saves contact centres millions: How Smartz Solutions is disrupting traditional call routing

Smartz Solutions' Automatic Interaction Distribution tool gives contact centres accurate customer-agent matching with real-time sentiment analysis, reporting and profile building. ....

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