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