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Category: Call Center Trends

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Change Management in Call Centers, Do You Know What It Is?

Posted June 3, 2020June 3, 2020 Tamara HernandezLeave a commentPosted in Call Center Trends

Change management is a collective term for all the steps taken in order to achieve a previously established goal. It includes methods that redirect or redefine the structure, processes, and culture of companies. In order […]

employeeturnover

How to Prevent Employee Turnover

Posted May 29, 2020May 29, 2020 Tamara HernandezLeave a commentPosted in Call Center Trends

Employee turnover is a problem “recently” faced by companies and businesses. It stems from changes in work relationships caused by competition and globalization. As well as from employees’ aspiration to better job opportunities. All these […]

Woman-Voice-Broadcasting-1024x683

Voice Broadcasting for Improved Call Center Strategies

Posted May 28, 2020June 3, 2020 Diana GarciaLeave a commentPosted in Call Center Trends, Customer Service

A large number of companies, and especially contact centers, use voice broadcasting as a debt collection tool or as a means to send reminders and follow-up instructions in customer service; however, this technology offers many […]

Call Centers vs Contact Centers

Call Center vs. Contact Center, What’s the Difference?

Posted May 27, 2020May 27, 2020 Diana Garcia2 CommentsPosted in Call Center Trends

What’s a Call Center? A call center is a centralized office that manages the inbound and outbound call traffic of a given business by means of a PBX phone system, a series of agents, an […]

Chat and personalized attention

Chat and Personalized Customer Service

Posted May 26, 2020May 27, 2020 Tamara Hernandez2 CommentsPosted in Call Center Trends

Chat is a communication means that continues to enjoy popularity among companies because it allows contact to be immediate. When used properly, it helps to provide a close, personalized service, and consequently improve customer satisfaction.  […]

Call Center Agents

Contact Center Agents and Customer Experience

Posted May 26, 2020September 7, 2020 Diana GarciaLeave a commentPosted in Call Center Trends, Customer Service

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 […]

44767041 - smiling call centre agent talking on the headset in the office

Contact Center Services: Their Importance for Companies.

Posted May 21, 2020September 2, 2020 Tamara Hernandez4 CommentsPosted in Call Center Trends

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 […]

Hands touching circle global network connection, Omni Channel or

How to Successfully Run a Multi-channel Contact Center?

Posted May 20, 2020September 2, 2020 Diana Garcia1 CommentPosted in Call Center Trends

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 […]

Software for Contact Centers

Open-Source vs. Licensed Software for Contact Centers

Posted May 20, 2020September 1, 2020 Diana Garcia3 CommentsPosted in Call Center Trends

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 in contact centers

AI: Its Role in Improving Contact Center Processes.

Posted May 18, 2020September 1, 2020 Tamara HernandezLeave a commentPosted in Call Center Trends

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 […]

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