A large number of companies, and especially contact centers, use voice broadcasting as a debt collection tool or as a means to send reminders and follow-up instructions in customer service; however, this technology offers many more benefits in terms of business strategies. Telephone messages are direct, effective contact means. They can be broadcast to thousands …
Voice Broadcasting for Improved Call Center Strategies Read More »
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. …
The Role of Contact Centers in the Healthcare Insurance Industry. Read More »
Chat is a communication means that continues to enjoy popularity among companies because it allows contact to be immediate. When used properly, it helps to provide a close, personalized service, and consequently improve customer satisfaction. It is important to provide valuable interactions in customer service. Service quality is considered good or bad due, in large …
Contact center agents play a major role in multi-channel customer experiences. They’re in charge of delivering a positive experience across all touchpoints through more personal and immediate service. Due to customers’ demand for prompt assistance and the new trends in customer support and service, it proves necessary for agents to broaden their scope and manage …
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 »
Today, it is almost impossible to deny technology is the best ally for many companies and organizations due to the efficiency it provides while engaging with consumers and customers interactions, in terms of business strategies. With new technologies and systems, companies can manage their relationship with their customers and provide them with a variety of …
Why is it Important for Insurance Companies to Have an Effective Contact Center? 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 »
The latest trends in customer service indicate that one of the factors that differentiate companies from their competition is the experience provided to customers when buying products or hiring services. This experience is delivered throughout the customer journey, from awareness, through the purchase and use of products, to advocacy. It is developed across different touchpoints …
In order to make sure customers are provided with high-quality service, it is essential to have an in-house department specialized in quality control. Among many other benefits, quality control areas help to detect existing problems and consequently find ways to solve them. One of the main challenges faced by new or established call/contact centers is …
Quality in Contact/Call Centers –and How to Control It Read More »
Today’s customers need brands and companies to provide them with services where they feel heard and valued. So, how can you improve their customer experience with SMS? Given that they are well-informed about the technological changes and trends in the industry, they have increasingly high expectations and search for means to communicate with businesses more …
