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The era of traditional call centers is fast evolving, and Artificial Intelligence (AI) is at the helm of this transformation. For call center managers and TI enthusiasts, leveraging AI isn’t just about staying current; it’s about catapulting to the forefront of customer service excellence. AI capabilities in call centers herald a new dawn – one […]
The Unseen Edge: AI Call Centers Transforming Customer Service Read More »
In today’s digital era, where technology plays a crucial role in business management, call centers stand at the forefront of customer interactions. Effective contactation and efficient information management are pivotal for the success of any call center. In this context, the keyword that should resonate continuously is “cybersecurity,” which not only protects valuable data but
Cybersecurity at risk: 3 ways to protect your Call Center Read More »
The holiday season brings joy and warmth, yet it also invites an unfortunate increase in phone scams. As December approaches, scammers become more cunning, preying on unsuspecting individuals. However, understanding TCPA Compliance (Telephone Consumer Protection Act) and leveraging technology like Smart Dialer, Call Center Software, and Chatbot can fortify your defenses against these fraudulent attempts.
Forget December Phone Scams Forever with 3 Easy Steps Read More »
As we have already seen in previous posts, AI is bringing improvements to the call center sector in Mexico, naturally the most benefited after the companies are the customers, since their Customer Experience becomes a simple way that at the end of the calls, they receive rewards or benefits. But how can customers benefit from
AI and CX: 3 ways to help your customers be completely satisfied. Read More »
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
Voice Broadcasting for Improved Call Center Strategies Read More »
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
Contact Center Agents and Customer Experience Read More »
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
Instant Messaging Services for Contact Centers. Read More »
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
Multichannel Contact Center: Optimize your Social Networks. Read More »
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
5 ways top Contact Centers deliver exceptional Customer Service Read More »
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 logistics and needs of contact centers. An automated call distributor is an essential and basic tool for any contact center.
ACD: What It Is and How It Works Read More »
