Call Navigators replacing training and script

The reality is investing in more training, knowledge bases or scripting tools is not working. Agents still struggle to handle all calls like an expert. Its time for a completely new approach. Its time for Call Navigators....

Download pdf

10 Learning Principles for the Digital Age

As we are increasingly able to provide staff with augmented intelligence that can help them ask the right questions, make the right decisions and take the right actions without them having to know all the details, it begs the question – ‘how then should we adjust our approach to staff training'...

Download pdf

Benefits of offering Contact Centre Agents a

Offering contact centre agents intelligent, context-relevant call navigation removes the need for them to know their product, policy and procedural details, and allows them to focus entirely on the customer experience. Here are the key benefits....

Download pdf

AI vs IA

The terms Artificial Intelligence (AI) and Intelligence Augmentation (IA) are increasingly becoming mainstream as we enter the Digital Era, so we thought this graphic may help explain the difference. When we talk about Artificial Intelligence for People, what we really mean is Intelligence Augmen...

Download pdf