Customer Service

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Voice Broadcasting for Improved Call Center Strategies

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 more benefits in terms of business strategies.  Telephone messages are direct, effective contact means. They can be broadcast to thousands …

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Call Center Agents

Contact Center Agents and Customer Experience

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 and the new trends in customer support and service, it proves necessary for agents to broaden their scope and manage …

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Instant Messaging

Instant Messaging Services for Contact Centers.

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 become a great differentiator. Companies nowadays lack the freedom to choose the channels they can offer their customers. Due to …

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Multichannel Contact Center: Optimize your Social Networks.

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 best to contact you. Nowadays, one of the preferred channels, without a doubt, to get in touch with companies is …

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Customer Service Call Center

5 ways top Contact Centers deliver exceptional Customer Service

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 the new brand” –Steve Cannon, CEO of Mercedes Benz So, how can you make big improvements to your customers’ journey …

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Telephone Surveys in Market Research

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. They help to pinpoint customer preferences, current industry trends, and even customer perception in connection with a product or brand.  …

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Multichannel Customers: Are You Ready for Them?

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 industry and the needs of customers is imperative to contact centers. Whether it is for customer service, sales, or tech …

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Contact Centers and Digital Customer Experience

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 the customer journey, from awareness, through the purchase and use of products, to advocacy. It is developed across different touchpoints …

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Cloud Computing as a Service

Cloud Computing (or “the Cloud”) refers to a service model whose popularity is growing among companies that wish to improve their competitiveness and service quality.   In this model, companies can access digital resources like: storage, software, service platforms, or applications over the internet without investing in hardware or other physical infrastructure. Given that companies can …

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