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Sometimes, there is a mistake that many companies make when it comes to customer service training. They think that this is a
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In this article we are going to highlight the difference between two concepts that are often confused with each other. We talk
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We often talk about digital transformation and how its consequences have transformed our daily lives. While this is true, as technological innovations
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Identifying the most effective way to build customer loyalty is one of the most intricate tasks for a company. Brands focus their
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Customer service is an essential discipline for any brand selling products or providing services. If we are talking about network marketing, having
Why 2022 is the year of digital transformation
A study reveals that most companies from the USA and the United Kingdom are clearly aware of the digital transformation benefits and
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Users expect to solve their problems faster each time and in a more effective way. The technologies have made us used to
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Whether for economic reasons, due to a lack of qualified staff or to guide their efforts entirely to the business, many companies
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It has become one of the most important departments for companies and for this reason, in recent years, the call center or
THIS IS HOW THE APPLICATIONS OF VOICE CHANNELS IN CUSTOMER SERVICE HAVE EVOLVED
Customers behaviour has changed in recent years, with greater facilities to compare products and services, even with the appearance of portals dedicated
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In any company or organization is always necessary to attract new customers, but without making the mistake of no retaining the already
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Offering a positive customer experience is one of the most important aspects for the companies of nowadays. However, reversing a bad customer
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After these last two and complicated years, we can affirm that something is changing for the better and that, at least, something
HOW TO CALCULATE FIRST CONTACT RESOLUTION (FCR)?
First Contact Resolution (FCR) is a percentage measure of a contact center’s success rate in answering customer inquiries the first time they
CHATBOTS: TRENDS AND KEYS TO THE NEW DIGITAL ENVIRONMENT
The digital acceleration that has occurred during the period of lockdown has been extraordinary, and has made it possible to activate new