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Category: Call Center Trends

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May 20, 2020September 2, 2020Call Center Trends

How to Successfully Run a Multi-channel Contact Center?

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 […]

May 20, 2020September 1, 2020Call Center Trends

Open-Source vs. Licensed Software for Contact Centers

Modern contact centers must adopt better, advanced tools to satisfy customers’ communication demands in each campaign. To that end, they can choose to use either open-source or licensed software, so… what’s the difference between these […]

May 18, 2020September 1, 2020Call Center Trends

AI: Its Role in Improving Contact Center Processes.

AI are techniques used to teach computers to learn, reason, perceive, inferred, communicate, and make decisions in a similar way than a human being does. This technology can help you recognize patterns and use that […]

May 13, 2020September 1, 2020Call Center Trends

PCI Data Protection by Nuxiba

Without a doubt, the online market is currently one of the largest markets worldwide and as it continues to grow exponentially, cardholder data of millions around the world are exposed on a daily basis. Therefore, […]

May 13, 2020September 7, 2020Call Center Trends

Best Practices for Call Center Scripts

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 […]

May 13, 2020November 24, 2020Call Center Trends

Call Monitoring Still Works (Article + Infographic)

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 […]

May 5, 2020September 1, 2020Call Center Trends

Voice Broadcasting for More Efficient Transfers

Transfers are a constant of contact centers’ day-to-day operation. In order for them to be expedited and better managed; it is necessary to map out a well-thought-out strategy and use appropriate tools.   Contact centers have […]

May 1, 2020September 1, 2020Call Center Trends

Team Management During Pandemic Crisis.

The COVID-19 crisis sets many challenges to companies around the globe. One of the most critical is team management during crisis and in distance. Work from home for Contact Centers are possible, but these does […]

April 30, 2020September 1, 2020Call Center Trends

Call Center Services by the Hour

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 […]

April 23, 2020September 1, 2020Call Center Trends

What Your Contact Center Needs

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 […]

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