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
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
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In a context of market change, the buyers have different expectations and they demand omnichannel, that is, unified experiences through different channels,