Ermir Shakaj

Senior Solution Consultant

As a Senior Solution Consultant at Genesys, Ermir works with customers to deliver the best CX, improved efficiency, and sales revenues. With a background in the mobile and telecommunications industry Ermir now looks at how organisations can keep pace with the rapid rate of change in the CX market and prepare for the service world of tomorrow, today.

Posts By Ermir Shakaj

19/05/2020

How home working and artificial intelligence are redefining call centre agent training

Research by the CIPD predicts that automation and artificial intelligence will have a net upskilling effect on UK jobs, replacing...

06/05/2020

Winning together with workforce management

Today, as organisations confront the challenges of COVID-19, more agents than ever before are working remotely. Keeping them...

08/04/2020

How to get the best from AI-powered engagements

The UK Customer Satisfaction Index has been heading south for the last five surveys, recently reaching its lowest level since...

05/02/2020

Striking the right balance between live agents and self-service

What’s not to like about the idea of contact centre automation? After all, every daily task that takes five minutes costs over...

16/01/2020

Connecting Customer Journeys

A study by Frost & Sullivan found over three-quarters of mid-sized European contact centres believed that connecting customer...

14/01/2020

Mastering Customer Service Digitisation

Keeping up with always-connected customers is one of the biggest challenges going. They expect brilliant service, simple digital...