We know that scripts are an essential part of working in a call and contact center, as we have reviewed in previous articles, are best practices for any type of call and contact center. This […]
Drawing up reports is a task that every call center must carry out. By means of analytics, call centers are enabled to measure productivity and detect rooms for improvement. Studying the results achieved in […]
Team building exercises and leisure activities are means for engaging employees and getting them into a more productive mindset. Keeping representatives motivated is a challenge for call centers’ management and Human Resources departments. This is […]
In the last decade, thanks to technology, and smartphones, debt collection techniques, purchases, and consumer habits have changed dramatically. More than a third of the USA workforce are Millennials, according to the Pew Research. This […]
It’s quite common that people confuse managing a company with starting up a business. That’s why this article focuses on defining startups. Starting up a business refers to the ability and disposition to perceive, create, […]
ACW begins immediately after the agent completes a call. It refers to to the tasks that she/he can perform once the interaction with your customers has ended. As its name indicates, the customer is no […]
It’s the end of a decade of work and new technologies where communication evolves on a daily basis. Today’s customers want to communicate with companies just like they do with others. This leads to changes […]
Is your contact center currently using Elastix software and now you fear for the future of your operation? Worry not! Nuxiba wants to guide you through change and offer you advice on everything you need. […]
Open-source software for contact centers is on the verge of extinction. According to experts, this alternative will disappear from the industry in the near future. Asterisk, which has enjoyed great popularity among contact centers since […]
When talking about soft skills, we refer to the set of skills that contact or call center agents must possess to get along with colleagues in the workplace and to provide customer services, and what […]