A predictive dialer is a tool commonly used by contact centers. This tool allows them to expedite operation, boost productivity, and take full advantage of resources. For some time now, call and contact centers have […]
Making a phone call is never easy, especially collection calls. No matter how long your agents have been on the job, there will always be details to improve. To begin with, we would like to […]
In today’s digital era, some call centers still dial phone numbers manually instead of using an autodialer. However, in such cases, it’s well known that a large percentage of agents are forwarded to answering machines […]
Preview dialing is an outbound dialing system. Over the years it has gained popularity because with its algorithm it has managed to increase the efficiency of call centers notably. The contact centers or call centers […]
According to Deloitte’s Global Contact Center Survey, among the three main activities of contact centers and BPO service providers, customer service comes in the first place, followed closely by telephone-based sales, which continue to be […]
For the call and contact centers, the contact with the clients is a key activity for the correct performance of their work, although there are already several ways to have contact with the clients, one […]
Contact centers must be capable of adapting to market trends and technological advances. Choosing a contact center software platform is no easy task. It requires to analyze multiple factors, in addition to features. Contact centers’ […]
We know that nowadays one of the most important aspects of any business is the interaction with its customers and the experience they provide to each one. This is why contact centers and call centers […]
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 equipment. It limits the use […]
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 call and contact center. This […]