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As distributed work models become the norm, businesses need to respond quickly and effectively to the demands of their employees, especially when it comes to service issues. Historically, using multiple agents across departments has made is difficult for service and operations teams to access the information they need to resolve employee incidents and requests seamlessly.
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Contact centre leaders report empathy leads the way, hybrid models will be the future, and technology’s only just getting started for their businesses in 2021.
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OCI services now coupled with ServiceNow’s IT Operations Management (ITOM) Visibility, enabling enterprise customers to use their existing management platform to automate, orchestrate, and optimize their infrastructure resources.
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Strategic partnership also creates new IT Management solutions to help IT teams deliver more effective digital experiences for employees.
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Throughout the COVID-19 pandemic, Certero have been supporting organizations across the globe with the transition from traditional office environments to remote working.
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Stephane Zantain, Head of Customer Engagement, Europe, at Capgemini Invent, explains why customer engagement depends on being able to recreate one-to-one relationships despite complex touchpoints.
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