TM Group News, Events & Blog

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..

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..

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..

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? ..

True customer self-service: Effortless customer and agent experience

More and more of today’s consumers are demanding a quick solution to their problem, inquiry, or purchase. They are often in several channels at..

Get your agents aboard with automation

Your Customer Experience Viewed From The Outside And In

How to make your RPA investment a success

I have been working for many years in the Customer Experience world and picked a few things that will help you along the way in..

Connect All Processes And Create The End To End Customer Journey

In this last video, in the series of three, our Customer Experience SME, Torbjörn Hörberg guides you through how you can connect all..

NICE inContact as the market leader in Omdia research

TM Group business partner and customer experience solution provider, NICE inContact has just been recognized as the market leader in..