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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 […]
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 […]
What is ACD? ACD system is an acronym that stands for Automatic Call Distribution. It is a system designed for forwarding or routing calls to specific extensions. These telephone lines are grouped depending on the […]
Companies in all lines of business need to know their target markets and customers to improve their processes and achieve their goals. Surveys are one of the tools most commonly used to collect important data. […]
Today’s customers decide how to communicate; they choose the channel and the modality. As a result, companies are urged to develop a multichannel contact strategy for immediate, effective service. Adapting to the trends in the […]
The latest trends in customer service indicate that one of the factors that differentiate companies from their competition is the experience provided to customers when buying products or hiring services. This experience is delivered throughout […]
