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 […]
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 […]
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. […]
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 […]
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 […]
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 […]
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 […]
AI are techniques used to teach computers to learn, reason, perceive, inferred, communicate, and make decisions in a similar way than a human being does. This technology can help you […]
Carriers that provide solutions combining software and telephony help businesses to improve. And streamline their operation, broaden their scope, and cut costs related to resources and infrastructure. Contact centers require […]
Self-service applications can either add value to customer service or give callers an unnecessary headache and an unpleasant experience that results in negative corporate image. It all depends on how […]