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IDI

14 March 2012

Real Time Offer Management (RTOM)...

In last weeks blog, we discussed the technical setup needed for RTOM. This included the steps needed for setting up...

Pieter Rijlaarsdam

14 March 2012

Real Time Offer Management (RTOM)...

In last weeks blog, we discussed the technical setup needed for RTOM. This included the steps needed for setting up...
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8 February 2012

ERMS under the microscope

When implementing ERMS, part of the work is to implement a workflow called ERMS1. Another part is to implement routing...

Pieter Rijlaarsdam

8 February 2012

ERMS under the microscope

When implementing ERMS, part of the work is to implement a workflow called ERMS1. Another part is to implement routing...
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16 February 2011

Enhanced IC Webclient Alerts

In some of the previous blogs, I explained how you can implement IDI to add for instance automatic navigation, context-based...

Pieter Rijlaarsdam

16 February 2011

Enhanced IC Webclient Alerts

In some of the previous blogs, I explained how you can implement IDI to add for instance automatic navigation, context-based...
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27 October 2010

Routing of escalated service tickets

When an agent creates a service ticket or service process which is supposed to be picked up by another department,...

Pieter Rijlaarsdam

27 October 2010

Routing of escalated service tickets

When an agent creates a service ticket or service process which is supposed to be picked up by another department,...
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20 October 2010

Efficient Agent Inbox Processing

In the IC Webclient, functionality is available called the Agent Inbox, formerly known as the Universal Agent Inbox (AUI). A...

Pieter Rijlaarsdam

20 October 2010

Efficient Agent Inbox Processing

In the IC Webclient, functionality is available called the Agent Inbox, formerly known as the Universal Agent Inbox (AUI). A...
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13 October 2010

Navigation based on the IDI

Call Center Agents can be supported by automatic navigation in the interaction Center. This is especially recommended to be implemented...

Pieter Rijlaarsdam

13 October 2010

Navigation based on the IDI

Call Center Agents can be supported by automatic navigation in the interaction Center. This is especially recommended to be implemented...
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29 September 2010

Intent-Driven Interactions

In complex multi-tasking call centers, it can be helpful if users are guided through the system using context based rules....

Pieter Rijlaarsdam

29 September 2010

Intent-Driven Interactions

In complex multi-tasking call centers, it can be helpful if users are guided through the system using context based rules....
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