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 to such comparisons, and thus make the best purchase decisions. This means that factors such as quality or low prices are not so decisive in attracting or retaining customers, but rather the experience […]
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 existent. It is known that it is more difficult to acquire customers than to retain them, also in the economic aspect. That’s why; to carry out a good customer loyalty program is essential. […]
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 experience remains one of the principal difficulties that the professionals of customer service face on a daily basis. When the service experience goes wrong, a company can risk losing that customer forever. The […]
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 good the pandemic has brought to us. I am referring to the urgent concern in companies to improve the experience of their customers and their workers, putting them at the center of the […]
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 are made. It’s a metric often confused with First Call Resolution, which goes by the same acronym. While both measure the same, First Contact Resolution does it in all contact center channels, while […]
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 trends around the world that will persist and even grow once the COVID-19 crisis is over. The response of brands to the pandemic has advanced to seven years the digitization of interactions with […]
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, and sellers, for their side, must follow the rhythm of the change they are constantly facing. What are the challenges and priorities that establish the design on omnichannel? The real situation is that […]
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 even end up breaking it and complaints are part of this system. When a customer complaint happens, a situation arises that requires delicate treatment, as a way to provide a solution to the […]
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 be established and planned to create and sustain Customer Service, with capacity to adapt to their changes and at an optimum cost. A lot of the things that are said about Customer Service […]
¿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 center. We tell you more. The concept of PLN encompasses codifying, understanding, interpreting and knowing how to use the language of the human being. Machines that listen to us and understand us, that […]
