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Tag Archives: digital revolution

Contact Centers Must Go Digital or Die – The benefits of virtual agent models | Forrester & Kelly Services Research

Consumer preference for customer service channels is changing across all ages and demographics. Adoption of digital customer service channels, with an emphasis on self-service channels such as web and mobile, is exploding as consumers expect relevant and seamless omnichannel customer service. However, firms’ technology and staffing plans are not keeping …

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VIDEOS: The Digital Culture | Are you ready for disruption?

In this video, ‘Making the link between culture and digital success’, Micah Alpern and Rutger von Post, highlights how companies can use the strengths of their existing cultures to support their digital strategies. They contest that companies rarely consider how their existing culture strengthens their digital approach to doing business—or how it must evolve …

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WHITE PAPER: Developing Digital Generation Leaders

The digital generation works differently and organizations have to adapt. There are fundamental reasons why organizations, must respond to generational issues promptly. Improving productivity, reducing turnover and building your talent supply chain across the digital generation, is imperative for organisational growth.     The Kelly Global Workforce Index (KGWI) brings …

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