Call Center Trends

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Call recording

Call Recording, the Best Shield Available to Your Company and Customers

Call recording systems function as a shield against frauds that comes in handy to safeguard the privacy of customers. Any business, from small debt collection call centers to large corporations that manage a high volume of information, is protected from any possible threats when using call recording.  Call recording systems were developed a while back […]

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Brand Loyalty

Brand Loyalty: Contact Center Management: (Infographic)

Focusing on customers is perhaps the best strategy you can adopt to improve your brand loyalty and in-house processes. Only by becoming familiar with customers, what they use, request, and do. You can strengthen your business relationships based on a contact center management plan.  In the call and contact center industry, it is crucial to

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Human performance

How to Improve Human Performance in Your Call Center

What Is Human Performance? It is understood as the link between companies’ resources and the outcome achieved by them.  To analyze results, it’s necessary to use measurement systems that allow to monitor hard data on the performance of companies, as well as their talent network.  All companies are required to consider a series of factors

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Market Surveys

Three Benefits of Market Surveys for Your Business

Companies are required to know their market in order to improve on a constant basis. Becoming familiar with competitors, the current trends. And the needs of clients and prospects is what helps businesses to keep pace with their respective industries.  To access said information, most of market researchers and analysts use mass surveys They are

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Software and Telephony

Enhance Your Contact Center with Software and Telephony

Carriers that provide solutions combining software and telephony help businesses to improve. And streamline their operation, broaden their scope, and cut costs related to resources and infrastructure.  Contact centers require tools that boost productivity, improve time management, and enable continuous innovation.  Today’s contact centers are either growing companies or in-house departments. In charge of sectors

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Data Security

The Importance of Data Security in Contact Centers

One of the most valuable resources of both people and companies is information. In particular, when it falls into the ‘sensitive’ category. Therefore, it must be managed appropriately so the integrity, reputation, and privacy of those who hold it is protected.  In contact centers that collect and exchange different types of information, it’s crucial to

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IVR

Advantages of IVR Self-Service Applications

Self-service applications can either add value to customer service or give callers an unnecessary headache and an unpleasant experience that results in negative corporate image. It all depends on how these tools work and how useful they prove to be.   The first thing you must consider when implementing an Interactive Voice Response (IVR) system is

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