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Cold calling is a method of acquiring new clients. It is one of the oldest ineffective-yet-effective methods from a marketing and selling point of view. Cold calling is not...
Tracking the success of your contact center is also an excellent way to motivate your employees while providing an amazing customer experience. As a consequence, your agents are happy...
The customer service industry has been changing to place the customer in the first place. Contact center data plays a significant part in this growth, and the most successful...
For far too many organizations and contact centers, emotional intelligence is still only a "wonderful concept." Companies that do not invest in developing their managers' interpersonal skills will lag...
At the end of November, the debt collection industry as a whole is in for some major compliance changes. We are talking, of course, about the famous Reg. F,...
Being customer-centric entails directing the whole organization's attention to the client. Decisions based on this strategy are always made for the advantage of the consumer. But, in an age...
Last month, the FCC identified a new front in the ongoing war against unwanted robocalls. This time, the commission set its eyes on the rise of robotexts, and we...
Assume your contact center employs 500 agents to answer incoming requests from your clients. Exactly how many of your company's 500 employees are working? If the number of agents...
Telephony is a communication technology that is constantly reinventing itself in businesses. If its use is not diminishing, it is mostly due to the technology's ability to develop in...
The CS Week event is a good occasion to take the pulse of the industry. The 2020 pandemic showed us the weak links in our technological workflow and forced...
Many elements contribute to the establishment of trust between your contact center and a client, including phone reception, treatment efficiency, speed, and correctness of replies. However, the fact that...
Building relationships between businesses and customers is always crucial. That is s why many contact centers have turned to personalize the customer experience as a way to increase customer...
More numbers are here: a recent report showcases just how much the pandemic changed the remote contact center - all digital channels have jumped in 50% of call centers....
Remote working became prevalent during the Coronavirus outbreak. This particular kind of work environment has enabled many businesses and contact centers to retain service continuity. However, it is not...
As the key to customer relations between companies and consumers, the contact center and more specifically agents, must respect a perfect showcase of a brand for the outside world....
This time, among some of the more traditional development projects, the bill directs a staggering $65 billion towards improving the internet infrastructure nationwide. Let’s see what are the two...
Website, email, social media, SMS, instant messaging, and mobile applications: the evolution of communication channels over the last two decades has increased the number of available points of interaction...
In the past, brand and customer interactions were much simpler: you only had to give your phone number and sometimes your email address. But now, customers have digital tools...
The new Florida Bill SB 1120, updating the “Florida Telemarketing Act” and the “Florida Do Not Call Act” has been in effect for just over one month now, since...
Against all odds, the year 2020 and the advent of Covid heralded a new era in the business world. Contact centers and almost no industry has been spared, as...
