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They won Norway’s best bank in customer service

  • 2 min read

Each year at the trade show Kundeservicedagene, the prize for Norway’s best customer service is handed out. Winners are chosen in the banking, insurance, telephony, broadband, power, TV, and travel industries, as well as for best public organization. The winners are selected based on customer feedback, rather than a jury. We at Telia ACE are happy and proud to congratulate… 

Fredrik Lemming on how AI transforms the contact center

  • 4 min read

AI is really nothing new. But from having improved at a rather slow pace for many years, the development suddenly accelerated, and made a giant leap. The result is that we now have AI that the user would call “smart for real”. But even though tools such as Bard and ChatGPT are incredibly smart and powerful, we can’t put them… 

Interaction Analytics for a data driven organization

  • 3 min read

Anna Ekblom Romu works as an Interaction Analytics specialist at Telia and helps our customers get started with the tool. She says that the participants that start exploring the system quickly get drawn into the numbers and enter a state where it’s hard to contact them. “For a person who starts using the tool, getting a bird’s eye view of… 

Resurs works smarter with Interaction Analytics

  • 3 min read

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 collect data, we turn it into value for the business”, says Johanna. The data that… 

Risks with AI in the contact center

  • 5 min read

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 more effective. There are already exciting services on the market that simplify reporting, create and… 

Google’s Bard and ChatGPT

  • 4 min read

Few of us have missed the hype around ChatGPT, and that AI has become smarter and now can write essays and converse in an eerily humanlike way. How does the technology work, and why is a chatbot compared to revolutionizing technology such as the steam engine or the electric motor? In this article Emma Berglund, Customer Experience Specialist, gives it… 

Mobility and interesting tasks for happy employees

  • 3 min read

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 people with the right personal qualities? So what will make your customer facing staff thrive…