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Whether it's adapting to new work habits, anticipating call peaks, or taking advantage of cloud technologies. More and more business owners are choosing contact center software hosted in the...
Thanks to the power of cloud technologies, call centers can now rely heavily on cloud contact center solutions in SaaS mode, without having to worry about infrastructure, management, and...
Whether it’s for customer loyalty, collection, surveys or telemarketing, dialing technologies are indispensable tools for any contact center. These technologies offer three ways of phone campaign management known as preview, progressive...
Choosing the right technology that will fit your business and your business objectives is not simple. From this perspective, here are 5 important points to check when choosing your...
Working and training remotely is not a source of great change for your processes as long as you are equipped with the right technology. By having a 100% cloud-based...
Today, KPIs are no longer consulted discreetly by the experts of the contact centers. They are now more shared than ever and are fundamental tools for motivation and involvement...
When it comes to KPIs, even the most knowledgeable contact center experts can get lost in them. To help you, here are the 5 most critical indicators for your...
Chatbots are presented as real solutions to improve customer experience in call centers. This is why they offer concrete answers to real problems for both agents and customers. Then,...
Mobility, flexibility, automation... the development of chatbots is the inevitable result of a ten-year technological convergence that has swept across all companies and contact centers. Why is it vital...
Quality is a key issue for customer services and contact centers are facing a serious problem between waiting times getting longer, agents having less time to process call requests...
High Volume Phone Calls refers to a sharp one-time or recurring increase in customer requests. When call peaks can be anticipated, it is possible to deal with them by...
In a time when many call centers are shutting down, some call centers are showing incredible growth because of major changes in consumer behavior! We put together research that...
An outbound script can have unsuspected effects. It is not built in one fell swoop, it has to be matured, ingested, tested, and modified over time. Prospects themselves react...
Local caller ID is one of those things that few people tell you about when you enter the contact center industry. We're here with insider info on how contact...
"Would you recommend this brand to anyone? " It is on this simple question that contact centers rely on to measure their customers' satisfaction. Hence the key role of...
Many factors come into play in the success or failure of an outbound call, starting with good planning and preparation. Your telemarketing strategy must be thought out well in...
No doubt, the debt collection industry is entering a new era. The 2020 FDCPA update represents a major paradigm shift for the US debt collection industry and for the...
The terms contact center and call center are often used interchangeably. However, they are two separate entities and each manages different communication channels. Let's explore each of these points...
For contact centers to survive and thrive in the post-pandemic environment, social media channels can no longer be ignored. No, landline telephone calls and emails are no longer enough....
Do you know what a customer-centric call center actually means? Do you know how to build a company truly focused on customer satisfaction and CX?
