Every year Resurs’s customer service takes one and a half million calls in four different languages. Johanna Bernshed and her colleagues use speech to text to find the truth about why the customers are calling and what takes place during the call. “We don’t just…
Things are moving fast in the AI area. Massive developments are happening each day and it’s hard to keep up. No one can say with certainty how the workday will change for contact center professionals, but it will hopefully be more fun, less stressful and…
During the Telia ACE Roadshow this past fall we asked the participants a number of curious questions about their focus areas and challenges. One topic that many find interesting is skills supply: How do you get your staff to stay and how do you attract…
When we asked the participants at the CX Roadshow 2022 what’s important for the customer facing employees 57 percent answered that they want to have the opportunity to work remotely. 54 percent answered that flexible schedules are important and 52% said that the work tasks…
For an optimization to become truly successful you need to focus on creating customer value rather than simply bringing out the cheese slicer. Luckily, now there is technology that allows you to save time, as well as improving the experience for both customers and staff.…
ACE To Go, a Telia ACE mobile app, makes it easier to handle ACE contacts without having to sit at a computer. Read on to learn about features and how an app can simplify and evolve work in the contact center. Having ACE To Go…
At Telia, we’re always looking for ways to innovate and improve our services. So, needless to say, we are thrilled to embark on the exciting journey of integrating generative artificial intelligence into the ACE platform. And we are glad to see that our efforts are…
HK is a Danish trade union and unemployment fund with close to 230,000 members, which makes it the second largest in Denmark. They want everybody to be able to come into contact with member services in a way that suits them, regardless of profession or…
The Helsinki Regional Transport Authority (HSL) provides public transport services by bus, tram, metro, commuter train and the Suomenlinna ferry. They sell tickets via app, ticket machines and sales offices. To provide their travelers with a smooth customer journey, HSL has implemented a Telia ACE…
Entur has built a smart platform for their contact center. A platform that makes it easy for the agents to manage all channels using one tool, and to quickly find the right information. Following the Telia ACE roll out, Entur has improved both customer experience…