Call Recording, the Best Shield Available to Your Company and Customers
Call recording systems function as a shield against frauds that comes in handy to safeguard the privacy of customers. Any business, from small debt collection call centers to large corporations that manage a high volume of information, is protected from any possible threats when using call recording. Call recording systems were developed a while back […]
Why is it Important for Insurance Companies to Have an Effective Contact Center?
Today, it is almost impossible to deny technology is the best ally for many companies and organizations due to the efficiency it provides while engaging with consumers and customers interactions, in terms of business strategies. With new technologies and systems, companies can manage their relationship with their customers and provide them with a variety of […]
Call Control | Management in Contact Centers
Contact centers are required to pay very close attention to the calls they receive. To that end, it is advisable for them to monitor calls in detail using a profitable system (known as call control). According to some studies A single agent can dial or answer about 100 calls on average within a 6-hour shift. […]
Brand Loyalty: Contact Center Management: (Infographic)
Focusing on customers is perhaps the best strategy you can adopt to improve your brand loyalty and in-house processes. Only by becoming familiar with customers, what they use, request, and do. You can strengthen your business relationships based on a contact center management plan. In the call and contact center industry, it is crucial to […]
How to Improve Human Performance in Your Call Center
What Is Human Performance? It is understood as the link between companies’ resources and the outcome achieved by them. To analyze results, it’s necessary to use measurement systems that allow to monitor hard data on the performance of companies, as well as their talent network. All companies are required to consider a series of factors […]
Three Benefits of Market Surveys for Your Business
Companies are required to know their market in order to improve on a constant basis. Becoming familiar with competitors, the current trends. And the needs of clients and prospects is what helps businesses to keep pace with their respective industries. To access said information, most of market researchers and analysts use mass surveys They are […]
Enhance Your Contact Center with Software and Telephony
Carriers that provide solutions combining software and telephony help businesses to improve. And streamline their operation, broaden their scope, and cut costs related to resources and infrastructure. Contact centers require tools that boost productivity, improve time management, and enable continuous innovation. Today’s contact centers are either growing companies or in-house departments. In charge of sectors […]
The Importance of Data Security in Contact Centers
One of the most valuable resources of both people and companies is information. In particular, when it falls into the ‘sensitive’ category. Therefore, it must be managed appropriately so the integrity, reputation, and privacy of those who hold it is protected. In contact centers that collect and exchange different types of information, it’s crucial to […]
Advantages of IVR Self-Service Applications
Self-service applications can either add value to customer service or give callers an unnecessary headache and an unpleasant experience that results in negative corporate image. It all depends on how these tools work and how useful they prove to be. The first thing you must consider when implementing an Interactive Voice Response (IVR) system is […]
Work from Home for Call Centers, Is It Possible?
Work from home is a concept that has grown in popularity over time, especially in the past few weeks. It can be understood as the opportunity of working anywhere, in a place different from a company’s office desk, or, in other words, as remote work. Is Remote Work Feasible for My Call Center? It might […]