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TM Group News, Events & Blog

A lot is happening here at TM Group, and on this page you will be able to find all news, events and blog posts.

News: Our news evolve around what is new regarding our business or organization. It could also be major news from our partners or customers.

Events: All events hosted by TM Group or our partners will be shared on this page, so you only have one site to keep an eye on.

Blog: Our blog feed will mainly consist of educational content from our many industry leading experts and vendors. The content has an educational and inspirational purpose.

“Why is my automation project not working as intended…?”

Whenever, I hear this, I get sad. And I hear it far too often. Unfortunately, many organizations have never got the desired ROI from their..

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Average Handle Time (AHT) is the real Contact Center cost

One thing I come across every time I visit a customer’s contact center is the concern about AHT (Average Handle Time). The issues are taking too..

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Q&A with our Contact Center and CX expert

Recently we had a Q&A post on LinkedIn where people could ask questions regarding customer experience and agent experience. Torbjörn Hörberg, who..

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How to improve the collaboration between the staff in the contact center

In a contact center the agents rely on many different systems to complete a single customer interaction. Sometimes a contact center agent also..

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Why IVR is perfect to improve the customer experience and satisfaction

First some facts for you: In a study done by Deloitte 92% of all people living in the Nordic countries in the age of 18-75 own a smartphone..

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Drive customer satisfaction with cloud-based analytics in the contact center

Understanding your customers and knowing what satisfies them and creates loyalty is one of the key differentiators for businesses in the world..

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NICE inContact market leader in three reports from top analyst firms

The market for Customer Experience Software is great, and the competition is tough. No wonder the businesses are struggling to find the right..

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Best use cases of Interaction Analytics – Insights that matter

Do you know why your customers are contacting you, their sentiment, the feelings they have and what they wish to accomplish with the interaction? ..

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How to get a contact center ready for a sales-peak

Sales-peaks happen all year long and create wonderful things and opportunities for the businesses. However, companies that go after these specific..

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How to merge multiple contact centers into one

In this blog post we will not go in depth, how to merger businesses in general, you will need a lawyer for that. But we will go in depth with how..

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