ACD: What It Is and How It Works
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. […]
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. […]
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 […]
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 […]
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 […]
Improve Customer Experience with a Recording System
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 […]
Do You Know How to Build Customer and Employee Loyalty?
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 […]
Quality in Contact/Call Centers –and How to Control It
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 […]
Improve Customer Experience with SMS Messages
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 […]
Why Are Social Networks Important in Contact Centers?
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 […]