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“I have terrible news,” your boss wrote in an email late last night. “The project has officially been delayed.”

Your customers are living their lives digitally, so meeting them where they live makes it easier for them to communicate with you. Connecting with customers on platforms that they use and are familiar with goes a long way to driving an exceptional customer experience. Agents can engage with customers on these digital channels but so can bots, using the same rules you're applying to a chat on your website.

Aside from the negative outcomes of the past year, there's one shining example of a positive consequence - the seismic shift towards a work from home model in the general workforce and more specifically among contact center agents and staff.

Capgemini, a leading provider of consulting, technology and outsourcing services, has a wide range of clients with varying needs – one client alone has customers who speak four languages, while another has no less than 19 skill that must be handled by Capgemini’s agents. With a contact center that handles 1.2 million voice and email interactions per year, effective skills-based routing is incredibly important to Capgemini’s ability to ensure that all clients are connected to the agents with the right knowledge and language skills.

As anyone knows who’s ever filed an insurance claim or been hurt in an accident or at work, it can be a long and frustrating process, with a lot steps and back-and-forth. Or it used to be. In recent years, though, technology has made a huge difference, streamlining the whole process. That’s where Mitchell comes in: We bring together a wide variety of experts, technology solutions, networks, and partners to boost better claims outcome and restore lives.

Part of the challenge facing employees and organizations today is efficiently executing tasks with accuracy all the while connecting to customers with a warm and human touch. Achieving this balance is difficult to pull off in reality without some sort of assistance from a digital virtual assistant or software robot such as myself.

A significant number of industries and organisations experienced major business disruption over the course of 2020.