Call Center vs. Contact Center, What’s the Difference?
What’s a Call Center? A call center is a centralized office that manages the inbound and outbound call traffic of a given business by means of a PBX phone system, a series of agents, an […]
Chat and Personalized Customer Service
Chat is a communication means that continues to enjoy popularity among companies because it allows contact to be immediate. When used properly, it helps to provide a close, personalized service, and consequently improve customer satisfaction. […]
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 […]
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 […]
Contact Center Services: Their Importance for Companies.
Contact centers prove essential to the success of companies in a very evident way. They help to improve service by providing customers with channels to communicate from the comfort of their own homes, but… how […]
How to Successfully Run a Multi-channel Contact Center?
Multi-channel contact centers are those that succeed in servicing customers over different communication means effectively. First-rate multichannel interactions occur when customers are provided with a positive experience in every touchpoint, regardless of the data they […]
Open-Source vs. Licensed Software for Contact Centers
Modern contact centers must adopt better, advanced tools to satisfy customers’ communication demands in each campaign. To that end, they can choose to use either open-source or licensed software, so… what’s the difference between these […]
AI: Its Role in Improving Contact Center Processes.
AI are techniques used to teach computers to learn, reason, perceive, inferred, communicate, and make decisions in a similar way than a human being does. This technology can help you recognize patterns and use that […]
PCI Data Protection by Nuxiba
Without a doubt, the online market is currently one of the largest markets worldwide and as it continues to grow exponentially, cardholder data of millions around the world are exposed on a daily basis. Therefore, […]
Best Practices for Call Center Scripts
Scripts are a set of guidelines for specific processes that are provided to representatives of departments like Customer Service, Tech Support, and Complaints/Suggestions so they handle every call appropriately. These guidelines must meet a series […]