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 […]
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 […]
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 Human Resources departments. This is […]
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 indicates, the customer is no […]
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 others. This leads to changes […]
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 quickly evolved over the years, […]
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 industry), it’s necessary to understand […]
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 any company and any call […]
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 […]