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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 …
There are different strategies to improve customer experience in contact centers, such as providing agents with proper training, using well-defined scripts, or reducing wait times. Though these practices are very common in contact centers’ quality processes, they need to be monitored constantly to make sure they are being used correctly. A recording system not only …
Improve Customer Experience with a Recording System Read More »
Getting to know customers is the way to provide them with services tailored to their every need and deliver better experiences that lead to long-term business relationships and brand loyalty. Customers around the world prefer personalized services. Offer Multichannel Service In this digital era, the internet and online applications are the means customers use the …
Do You Know How to Build Customer and Employee Loyalty? Read More »
In order to make sure customers are provided with high-quality service, it is essential to have an in-house department specialized in quality control. Among many other benefits, quality control areas help to detect existing problems and consequently find ways to solve them. One of the main challenges faced by new or established call/contact centers is …
Quality in Contact/Call Centers –and How to Control It Read More »
Today’s customers need brands and companies to provide them with services where they feel heard and valued. So, how can you improve their customer experience with SMS? Given that they are well-informed about the technological changes and trends in the industry, they have increasingly high expectations and search for means to communicate with businesses more …
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 »
Contemporary clients are looking for personalized customer service. Still, when they turn to a company’s contact center, they are forwarded to automated systems more often than not. Other times, they can communicate with attendants whose main resources to provide information are speech combinations and a series of context-specific scripts. Due to these limited tools, it’s …
For the last few years, the industry has focused on the importance of improving the interactions between companies and customers, and providing close, effective customer service that meets people’s needs. In 2019, high-quality customer experiences became a clear trend. Accordingly, the trend’s popularity increased so much that contact centers were required to adopt new communication …
Customer service and contact centers are essential to a company’s most important goal: customer engagement. Companies with large volumes of clients choose to either hire a contact center or create an in-house department with their own agent facilities. Customer service is a complex task more often than not; therefore, agents must learn to face day-to-day …
