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Uses of Instant Messaging Tools: Communicate with Your Customers.

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Today, the most widely used instant messaging app in the world has over one billion active users per day, which can also be translated into interesting business opportunities for your company. Engaging with costumers through different communication channels visibly improves: User experience, Confidence, Appreciation, and loyalty towards your company. Here you have some advantages of …

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Change Management in Call Centers, Do You Know What It Is?

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Change management is a collective term for all the steps taken in order to achieve a previously established goal. It includes methods that redirect or redefine the structure, processes, and culture of companies. In order for these methods to be effective, change must take place in the following order: Call centers experience changes on a …

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Outbound Calls: How To Increase Call Center Sales.

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Are you trying to increase your phone sales, but you don’t really know where to start? Let’s begin by defining what outbound calls are and why are they crucial for your company. Outbound calls are generally classified as “cold calls”, as they are taken from potential customer databases to try to close a sale or …

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How to Prevent Employee Turnover

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Employee turnover is a problem “recently” faced by companies and businesses. It stems from changes in work relationships caused by competition and globalization. As well as from employees’ aspiration to better job opportunities. All these factors result in a marked reduction in employee retention when compared with past reports. Years ago, most of the new …

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Voice Broadcasting for Improved Call Center Strategies

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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 …

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The Role of Contact Centers in the Healthcare Insurance Industry.

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Since its emergence on the world markets, healthcare insurance has been one of the most competitive, dynamic, and active sectors. In the current context of health contingency, the demand for private medical care is being exacerbated, which has increased, at an unprecedented rate, the search for information on private medical services through various digital means. …

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Chat and Personalized Customer Service

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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.  It is important to provide valuable interactions in customer service. Service quality is considered good or bad due, in large …

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Contact Center Agents and Customer Experience

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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 …

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Instant Messaging Services for Contact Centers.

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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 …

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