Ever since the NIST definition of cloud computing was drafted and up to it reaching its 16th and final version, the first essential characteristic has always been On-demand self-service. (Where a user can provision computing capabilities, such as server time and network storage, automatically without requiring human interaction with each service provider). Although self-service seems to be considered “a truth that is self-evident” – there is still the nagging question “is too much self-service, self-defeating”.
Contact centres play a critical role in an organisations customer engagement strategy. Despite the rapid change in agents ...Continue Reading →