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Contact center as a service is abbreviated as CCaaS. It refers to cloud-based software solutions used by call center personnel to give a better overall customer experience. The infrastructure...
There are two major tech options for businesses in the contact center world: on the one hand, the cloud with software in SaaS mode. It is easy to set...
If certain rules are followed, call scripting is an efficient and productive way to attract new prospects or sustain customers. Which takes us to today's topic: what is exactly...
Customer relationship management is at the forefront of all business debates. Overall, retaining existing customers is much more lucrative than attracting new ones. As a result, engaging in contact...
Seeking to simplify business processes while taking up a minimum of space and making the most of what new technologies have to offer: this is the motto of internet...
ACD or Automatic Call Distribution is a call center software feature and a smart programming tool that enables intelligent control of incoming calls and queues by routing them to...
Telephony software has evolved into a powerful tool for increasing productivity and enhancing customer satisfaction within contact centers. While business owners must consider their own goals when selecting the...
It's the art of creating the data flows between your contact center solution and your CRM. But it's actually more than that: the data coming into the CRM must...
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...