#CALL CENTER -

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How to Successfully Run a Multi-channel Contact Center?

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Multi-channel contact centers are those that succeed in servicing customers over different communication means effectively. First-rate multichannel interactions occur when customers are provided with a positive experience in every touchpoint, regardless of the data they submit or whether they are new or repeat customers. To produce this result, contact centers must take into account a […]

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Best Practices for Call Center Scripts

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Scripts are a set of guidelines for specific processes that are provided to representatives of departments like Customer Service, Tech Support, and Complaints/Suggestions so they handle every call appropriately. These guidelines must meet a series of formal requirements that ensure customers have a positive experience. In Debt Collection and Sales areas, apart from such requirements,

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Call Monitoring Still Works (Article + Infographic)

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Contact centers are required to analyze results upon the end of phone customer interactions in a methodical, consistent manner. Developing reports and keeping close control of the operation in real-time come in handy for such purpose. Real-time monitoring is one way of maintaining and guaranteeing call control and quality. Given that, it allows detecting an

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Multichannel Contact Center: Optimize your Social Networks.

2 Comments / Customer Service / Tamara Hernandez

We have already heard a lot about the advantages of multichannel communication with your customers. But what does multichannel communication mean? Multichannel communication means being available to serve your customers in the platform they deem best to contact you. Nowadays, one of the preferred channels, without a doubt, to get in touch with companies is

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Call Center Services by the Hour

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Call center services hired by the hour are a great opportunity that many businesses seize to satisfy all their communication needs. The way today’s customers communicate with companies has changed customer service dramatically. That’s why an increasingly large number of companies decide to outsource their operation to multichannel contact centers; in order to deliver an

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What Your Contact Center Needs

4 Comments / Call Center Trends / AdminBlogUs

Today’s contact centers require tools that improve their contact ratios and productivity, and consequently increase their revenue. Profitability is a key aspect in any business. In order to maximize it, companies must keep close control of their financial situation. To that end, they must start by drawing up a budget that takes operating costs into

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ACD: What It Is and How It Works

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What is ACD? ACD system is an acronym that stands for Automatic Call Distribution. It is a system designed for forwarding or routing calls to specific extensions. These telephone lines are grouped depending on the logistics and needs of contact centers. An automated call distributor is an essential and basic tool for any contact center.

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Cloud Computing as a Service

2 Comments / Customer Service / AdminBlogUs

Cloud Computing (or “the Cloud”) refers to a service model whose popularity is growing among companies that wish to improve their competitiveness and service quality. In this model, companies can access digital resources like: storage, software, service platforms, or applications over the internet without investing in hardware or other physical infrastructure. Given that companies can

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Why Are Social Networks Important in Contact Centers?

2 Comments / Call Center Trends, Customer Service / AdminBlogUs

Social networks are no news to contact centers due to their current popularity and widespread use. Today’s businesses are required to establish management methods for these resources and foresee all the different challenges entailed in them. The first thing to keep in mind is that new generations prefer social networks over any other means to

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Personalized Customer Service

15 Comments / Customer Service / AdminBlogUs

Contemporary clients are looking for personalized customer service. Still, when they turn to a company’s contact center, they are forwarded to automated systems more often than not. Other times, they can communicate with attendants whose main resources to provide information are speech combinations and a series of context-specific scripts. Due to these limited tools, it’s

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