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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 …
Work from home is a concept that has grown in popularity over time, especially in the past few weeks. It can be understood as the opportunity of working anywhere, in a place different from a company’s office desk, or, in other words, as remote work. Is Remote Work Feasible for My Call Center? It might …
Work from Home for Call Centers, Is It Possible? Read More »
Phone calls continue to be the main means of communication in contact centers. That’s why it is essential for them to have the most efficient technology for handling a large volume of calls. An automated, predictive, and intensive dialing system is a must for any call center, and so does a platform for managing and …
Recording systems help contact centers to measure productivity and quality on a constant basis, thereby allowing them to improve the service offered to their customers and their operational metrics. Recording systems are widely used by call centers to keep records and obtain evidence of conversations between agents and customers, as well as to detect areas …
Recording Systems and Contact Center Improvement Read More »
We’re only a few days away from 2020. In the months to come, new trends in customer service and support will develop, although they will continue to focus on customer experience. CX is a crucial factor that requires contact centers to use resources and follow integral strategies that drive customer satisfaction. However, this is in …
Four Musts for Building a Top Contact Center in 2020 Read More »
Reports and metrics play a major role in making decisions and mapping out strategies. Contact centers cannot improve what they cannot measure. Therefore, it’s of the utmost importance that they obtain a considerable insight into their operation to develop business plans and processes accordingly. Although contact centers are used to produce general reports, they must …
Social networks are no news to contact centers due to their current popularity and widespread use. Today’s businesses are required to establish management methods for these resources and foresee all the different challenges entailed in them. The first thing to keep in mind is that new generations prefer social networks over any other means to …
Why Are Social Networks Important in Contact Centers? Read More »
