TCPA stands for Telephone Consumer Protection Act, signed and approved in 1991. TCPA is dedicated to the protection of consumers. It restricts telemarketing calls and the use of automated telephone […]
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 […]
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 […]
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 […]
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 […]
What is a PBX System? PBX is an acronym that stands for Private Branch Exchange, which refers to a private telephone network typically used in businesses. PBX phone systems have […]
Starting a call center business is no easy task. It takes time, effort, and a well-thought-out strategy. However, it’s not impossible either. To set up a call center (in any […]
Work motivation is a set of psychological forces that influence the behavior of employees. These forces guide workgroups in the achievement of corporate goals. Human resources are the backbone of […]
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 […]
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 […]