Quality Control Call Center

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 […]

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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

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Social Networks in Contact Centers

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

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No more customer service in 2019

No More Customer Service in 2019

For the last few years, the industry has focused on the importance of improving the interactions between companies and customers, and providing close, effective customer service that meets people’s needs.  In 2019, high-quality customer experiences became a clear trend. Accordingly, the trend’s popularity increased so much that contact centers were required to adopt new communication

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