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 […]
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 […]
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 recognize patterns and use that […]
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 tools that boost productivity, improve […]
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 these tools work and how […]
Phone calls continue to be the main means of communication in contact centers. That’s why it is essential for them to have the most efficient technology for handling a large volume of calls. An automated, […]
We’re only a few days away from 2020. In the months to come, new trends in customer service and support will develop, although they will continue to focus on customer experience. CX is a crucial […]