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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 […]
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 […]
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 […]
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, […]
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 […]
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 […]
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 […]
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 […]
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 […]
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 […]
