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....

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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'...

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AI for Agents

This eBook offers a summary of why our traditional approaches to empowering agents to have consistent, compliant and differentiating customer conversations are no longer working, and why we need to look to offer them new forms of Augmented Intelligence instead. Enjoy!...

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