What’s a Call Center? A call center is a centralized office that manages the inbound and outbound call traffic of a given business by means of a PBX phone system, a series of agents, an ACD application, and a predictive dialer. It is capable of handling a large volume of concurrent calls by queuing callers […]
Call Center vs. Contact Center, What’s the Difference? Read More »
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
Instant Messaging Services for Contact Centers. Read More »
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
Contact Center Services: Their Importance for Companies. Read More »
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
How to Successfully Run a Multi-channel Contact Center? Read More »
Scripts are a set of guidelines for specific processes that are provided to representatives of departments like Customer Service, Tech Support, and Complaints/Suggestions so they handle every call appropriately. These guidelines must meet a series of formal requirements that ensure customers have a positive experience. In Debt Collection and Sales areas, apart from such requirements,
Best Practices for Call Center Scripts Read More »
Pandemic resulting from Covid-19 is changing life in an extreme way, along with much of the world’s workforce ways. Regulations to control the virus spread, have complicated daily tasks for numerous businesses and organizations, especially contact centers that are now making the transition to Work from home contact centers. This situation, however, represents a great
Covid-19: Work From Home Contact Centers Are Now a Reality. Read More »
Recording systems help contact centers to measure productivity and quality on a constant basis, thereby allowing them to improve the service offered to their customers and their operational metrics. Recording systems are widely used by call centers to keep records and obtain evidence of conversations between agents and customers, as well as to detect areas
Recording Systems and Contact Center Improvement Read More »
Reports and metrics play a major role in making decisions and mapping out strategies. Contact centers cannot improve what they cannot measure. Therefore, it’s of the utmost importance that they obtain a considerable insight into their operation to develop business plans and processes accordingly. Although contact centers are used to produce general reports, they must
Call Center Reports and Metrics Read More »
Debt collection and debt recovery are activities that require well-thought-out processes in order to achieve successful results and encourage the liquidity and solvency of businesses. Whether companies run an in-house department to collect their receivables or they outsource this task to a third party, such as an agency, they must develop a custom collection strategy
Why Is the Collections Department Important to Companies? Read More »
In 2019, researchers found that 78% of people felt they had enough information about a company to permanently cement their perception of that brand on one, single interaction with their contact center. “Customer Experience is the new brand” –Steve Cannon, CEO of Mercedes Benz So, how can you make big improvements to your customers’ journey
5 ways top Contact Centers deliver exceptional Customer Service Read More »
