In today’s digital era, some call centers still dial phone numbers manually instead of using an autodialer. However, in such cases, it’s well known that a large percentage of agents […]
Preview dialing is an outbound dialing system. Over the years it has gained popularity because with its algorithm it has managed to increase the efficiency of call centers notably. The […]
According to Deloitte’s Global Contact Center Survey, among the three main activities of contact centers and BPO service providers, customer service comes in the first place, followed closely by telephone-based […]
For the call and contact centers, the contact with the clients is a key activity for the correct performance of their work, although there are already several ways to have […]
Contact centers must be capable of adapting to market trends and technological advances. Choosing a contact center software platform is no easy task. It requires to analyze multiple factors, in […]
We know that nowadays one of the most important aspects of any business is the interaction with its customers and the experience they provide to each one. This is why […]
TCPA stands for Telephone Consumer Protection Act, signed and approved in 1991. TCPA is dedicated to the protection of consumers. It restricts telemarketing calls and the use of automated telephone […]
We know that scripts are an essential part of working in a call and contact center, as we have reviewed in previous articles, are best practices for any type of […]
Team building exercises and leisure activities are means for engaging employees and getting them into a more productive mindset. Keeping representatives motivated is a challenge for call centers’ management and […]
ACW begins immediately after the agent completes a call. It refers to to the tasks that she/he can perform once the interaction with your customers has ended. As its name […]