CONTACT CENTER

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PBX System, Why Is It Suitable for Contact/Call Centers?

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, as shown in the following diagram: Large-scale PBX systems installed in big companies function as on-site hardware that manages call …

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Uses of Instant Messaging Tools: Communicate with Your Customers.

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 different communication channels visibly improves: User experience, Confidence, Appreciation, and loyalty towards your company. Here you have some advantages of …

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Change Management in Call Centers, Do You Know What It Is?

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 culture of companies. In order for these methods to be effective, change must take place in the following order: Call centers experience changes on a …

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How to Prevent Employee Turnover

Employee turnover is a problem “recently” faced by companies and businesses. It stems from changes in work relationships caused by competition and globalization. As well as from employees’ aspiration to better job opportunities. All these factors result in a marked reduction in employee retention when compared with past reports. Years ago, most of the new …

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The Role of Contact Centers in the Healthcare Insurance Industry.

Since its emergence on the world markets, healthcare insurance has been one of the most competitive, dynamic, and active sectors. In the current context of health contingency, the demand for private medical care is being exacerbated, which has increased, at an unprecedented rate, the search for information on private medical services through various digital means. …

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Instant Messaging

Instant Messaging Services for Contact Centers.

Maintaining good communication with your clients is key to provide a quality service. Undoubtedly, the importance of having several communication channels and sufficient capacity to offer personalized attention to your consumers and/or interested parties have become a great differentiator. Companies nowadays lack the freedom to choose the channels they can offer their customers. Due to …

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Contact Center Services: Their Importance for Companies.

Contact centers prove essential to the success of companies in a very evident way. They help to improve service by providing customers with channels to communicate from the comfort of their own homes, but… how does this work exactly? Companies can have a series of in-house departments in charge of interacting with customers; however, more …

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How to Successfully Run a Multi-channel Contact Center?

Multi-channel contact centers are those that succeed in servicing customers over different communication means effectively. First-rate multichannel interactions occur when customers are provided with a positive experience in every touchpoint, regardless of the data they submit or whether they are new or repeat customers. To produce this result, contact centers must take into account a …

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