Cloud Contact Center
Cloud contact centers have been a common topic among industry leaders, from different sectors, for the last decade. If you are still unsure whether something like a cloud-based solution is fit for your business, this […]
Category: Call Center Trends
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Call Center Software: Why is it important to have the right one?
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 contact centers and call centers […]
What is a contact center and why is it so important for my company?
A contact center is the point of interaction with the customer, it is the unit within the company where all the channels of communication in and out are live with the customer. In a contact […]
PCI DSS why is it important for Contact and Call Centers.
Digital transformation has benefited many sectors, industries, and companies throughout the world. Today, for example, you can complete transactions pretty much wherever you are. Despite the advancements and digital innovations, many companies face problems such […]
Call Center Script: How should a good Script look like?
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 call and contact center. This […]
What Are the Main Call Center Metrics?
Drawing up reports is a task that every call center must carry out. By means of analytics, call centers are enabled to measure productivity and detect rooms for improvement. Studying the results achieved in […]
Team Building Exercises and Leisure Activities for Call Centers
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 Human Resources departments. This is […]
Startup Tips (for Contact Centers)
It’s quite common that people confuse managing a company with starting up a business. That’s why this article focuses on defining startups. Starting up a business refers to the ability and disposition to perceive, create, […]
ACW: What is it and why it is important for your Call Center?
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 indicates, the customer is no […]
Call Center Trends in 2020
It’s the end of a decade of work and new technologies where communication evolves on a daily basis. Today’s customers want to communicate with companies just like they do with others. This leads to changes […]