Whether for economic reasons, due to a lack of qualified staff or to guide their efforts entirely to the business, many companies
CALL CENTER, THE BASE CENTER TO IMPROVE THE CUSTOMER EXPERIENCE
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
HOW TO START A CUSTOMER LOYALTY PROGRAM
In any company or organization is always necessary to attract new customers, but without making the mistake of no retaining the already
8 TIPS TO TRANSFORM A NEGATIVE EXPERIENCE INTO A POSITIVE
Offering a positive customer experience is one of the most important aspects for the companies of nowadays. However, reversing a bad customer
DO YOU HUMANIZE OR DIGITALIZE?
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
4 REASONS TO OFFER A MULTILINGUAL CUSTOMER SERVICE
Is it worthy to invest in a multilingual customer service? Of course. In the nowadays global market, a multilingual service allows to
The cloud and the artificial intelligence will mark the evolution of contact centers
The traditional contact centers have become obsolete against the new reality in that customer-company communication is 100% digital, so half of it
Omnichannel: The imperative to sell more
In a context of market change, the buyers have different expectations and they demand omnichannel, that is, unified experiences through different channels,
Complaints and how to convert them into your ally to create a satisfied customer
Experience proves that the good relationship between customer and company isn’t always long-lasting, since incidents can take place that weaken it and
6 key factors for a competitive Customer Service
Let’s assume once and for all that customer service is key for the success of a campaign. And those necessary processes must
¿How does a contact center use NLP?
Natural Languaje Processment or NLP is one of the greatest advances of the Artificial Intelligence and a key tool inside a contact
The important presence of the women in the call center
On the March 8th of 1857 the first women workers went down the New York City streets under the motto “bread &
The adoption of digital channels represents the immediate future for the Customer Services sector
There are many companies that have a sales strategy in the various digital channels, however, there are few that have a digital