Satisfaction surveys are very important for every company since they can measure the quality, efficiency, and security they provide to customers when they contact the company.This research method has become in recent times a vital […]
What is a BPO service? BPO stands for Business Processing Outsourcing. And it consists of the process of hiring another company to carry out certain business operations. A BPO company generally partners with another company […]
If you are thinking of setting up or updating your contact center, we intend on debunking the ten biggest myths about running a contact center to help you avoid the major pitfalls. But first to […]
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 […]
Setting up a contact center requires an appropriate planning of resources and means, as well as a highly-skilled and well-trained workforce. Nowadays, competition in the contact center sector is intense. That’s why it’s important to […]
IP telephony works over the Internet. Nowadays the vast majority of contact centers use it, given that it allows to cut costs in terms of installation and resources, as well as to streamline contact and […]
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 […]
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 […]