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Software and Telephony

Enhance Your Contact Center with Software and Telephony

6 Comments / Call Center Trends /

Carriers that provide solutions combining software and telephony help businesses to improve. And streamline their operation, broaden their scope, and cut costs related to resources and infrastructure.  Contact centers require tools that boost productivity, improve time management, and enable continuous innovation.  Today’s contact centers are either growing companies or in-house departments. In charge of sectors […]

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Data Security

The Importance of Data Security in Contact Centers

2 Comments / Call Center Trends /

One of the most valuable resources of both people and companies is information. In particular, when it falls into the ‘sensitive’ category. Therefore, it must be managed appropriately so the integrity, reputation, and privacy of those who hold it is protected.  In contact centers that collect and exchange different types of information, it’s crucial to

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Human performance

Recording Systems and Contact Center Improvement

4 Comments / Call Center Trends /

Recording systems help contact centers to measure productivity and quality on a constant basis, thereby allowing them to improve the service offered to their customers and their operational metrics.     Recording systems are widely used by call centers to keep records and obtain evidence of conversations between agents and customers, as well as to detect areas

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social media

Four Musts for Building a Top Contact Center in 2020

Leave a Comment / Call Center Trends /

We’re only a few days away from 2020. In the months to come, new trends in customer service and support will develop, although they will continue to focus on customer experience.  CX is a crucial factor that requires contact centers to use resources and follow integral strategies that drive customer satisfaction.  However, this is in

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metrics report

Call Center Reports and Metrics

Leave a Comment / Call Center Trends /

Reports and metrics play a major role in making decisions and mapping out strategies. Contact centers cannot improve what they cannot measure. Therefore, it’s of the utmost importance that they obtain a considerable insight into their operation to develop business plans and processes accordingly.  Although contact centers are used to produce general reports, they must

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Debt Collection

Debt Collection Tools for Contact Centers

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Collection tools are a key factor in contact centers that specialize in resolving delinquencies.  There’s more to debt collection than meets the eye. That’s why an increasingly large number of companies and centers in the debt recovery sector draw up integral management strategies.  These plans of action focus on bringing delinquent accounts up to date.

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