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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 […]
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 […]
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 […]
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 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. […]
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 […]
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 […]
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 […]
