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Contact center agents play a major role in multi-channel customer experiences. They’re in charge of delivering a positive experience across all touchpoints through more personal and immediate service. Due to customers’ demand for prompt assistance and the new trends in customer support and service, it proves necessary for agents to broaden their scope and manage …
Contact centers prove essential to the success of companies in a very evident way. They help to improve service by providing customers with channels to communicate from the comfort of their own homes, but… how does this work exactly? Companies can have a series of in-house departments in charge of interacting with customers; however, more …
Contact Center Services: Their Importance for Companies. Read More »
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 submit or whether they are new or repeat customers. To produce this result, contact centers must take into account a …
How to Successfully Run a Multi-channel Contact Center? Read More »
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 two versions? Some years ago, call centers just needed an automatic dialer capable of making hundreds of calls concurrently. However, …
Open-Source vs. Licensed Software for Contact Centers Read More »
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 information to predict outcomes. Artificial intelligence in contact centers There are many ways in which AI can be used, and …
AI: Its Role in Improving Contact Center Processes. Read More »
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, the PCI Security Standars Council decided to create a security standard oriented to the development of regulations for Cardholder Data …
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 of formal requirements that ensure customers have a positive experience. In Debt Collection and Sales areas, apart from such requirements, …
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 purpose. Real-time monitoring is one way of maintaining and guaranteeing call control and quality. Given that, it allows detecting an …
Call Monitoring Still Works (Article + Infographic) Read More »
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 taken advantage of technology by using it to streamline their external and internal processes. And consequently improve their service. Some …
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 not necessarily mean it would be an easy task, maintaining an agile team who knows how to deal with a …
