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Working remotely in a team specialized in customer calls all day long can be a challenge, as things have to work in the same way so that the customer doesn’t notice. A major challenge faced […]
Customer Service is one of the interactions that prove crucial for companies because it influences customer retention. The recent pandemic has led customer service providers to adapt to new needs, which, at the same time, […]
This trend had been in use and working for several years, but in this new normal it is important to reincorporate it into our strategies and efforts. Let’s start by defining its acronym CEM: Customer […]
Would you like to incorporate instant messaging into your contact center? Instant messaging has become one effective means in the field of customer service, this is because it is an easy and fast means of […]
Customer experience is undoubtedly one of the most important aspects of business nowadays, but what is CX today? Let’s describe it as all the interactions any customer has with your business; whether direct or indirect. […]
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 […]
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 […]
Maintaining good communication with your clients is key to provide a quality service. Undoubtedly, the importance of having several communication channels and sufficient capacity to offer personalized attention to your consumers and/or interested parties have […]
We have already heard a lot about the advantages of multichannel communication with your customers. But what does multichannel communication mean? Multichannel communication means being available to serve your customers in the platform they deem […]
In 2019, researchers found that 78% of people felt they had enough information about a company to permanently cement their perception of that brand on one, single interaction with their contact center. “Customer Experience is […]
