Companies are required to know their market in order to improve on a constant basis. Becoming familiar with competitors, the current trends. And the needs of clients and prospects is what helps businesses to keep pace with their respective industries. To access said information, most of market researchers and analysts use mass surveys They are […]
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 […]
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 […]
Self-service applications can either add value to customer service or give callers an unnecessary headache and an unpleasant experience that results in negative corporate image. It all depends on how these tools work and how useful they prove to be. The first thing you must consider when implementing an Interactive Voice Response (IVR) system is […]
Home office is a concept that has grown in popularity over time, especially in the past few weeks. Although it literally refers to working from home, it conveys a deeper meaning. It can be understood as the opportunity of working anywhere, in a place different from a company’s office desk, or, in other words, as […]
Phone calls continue to be the main means of communication in contact centers. That’s why it is essential for them to have the most efficient technology for handling a large volume of calls. An automated, predictive, and intensive dialing system is a must for any call center, and so does a platform for managing and […]
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 […]
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 […]
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 […]
Cloud-based contact center solutions offer considerable benefits in terms of resources and strategy development. They also provide agents with a flexible work environment, where they can access services anywhere with an internet connection. What Is a Cloud Contact Center Like? Cloud contact centers are hosted on an internet server. Given that all inbound and outbound […]