A while ago we shared an article about Business Analytics solutions that allow companies to improve decision making by having the right information,...

How Conversational Intelligence Transforms Business Communication The ability to generate valuable data in business interactions is immense, but...

In the business environment, it is increasingly common to find the different information systems used within the organization integrated, such as...

Having a solid customer management system is key. It is the place where we keep all that valuable data about our clients and potential clients, the...

Using the right technology helps your agents work more efficiently and productively, delivering an exceptional experience to your customers. In...

In today's business world, being effective and innovative in call center management is essential to stand out. The solutions available to these call...

Key performance indicators (KPI) have long been an essential tool for businesses to measure and improve their inbound call performance. These KPIs...

The quality of customer service is a crucial aspect for the success of any company, and the call center is a key element in customer satisfaction....

In an increasingly digitized world, companies face great challenges to stay competitive. In this rapidly changing environment, the ability to make...

What is a PBX ? A PBX (Private Branch Exchange) refers to an internal private telephone network that allows the management of internal and external...

What are KPIs? KPIs or Key Performance Indicators are key performance indicators that are used to measure the success of a company in different...

One of the biggest keys to online sales lies in establishing new channels of contact with our customers that encourage what is known as...

New technologies have revolutionized the way companies work. For example, it is no longer necessary to be at a fixed location to attend to...

Millions of pieces of data are generated every day, which companies use to improve their processes. But how? The concept of Big Data refers to the...

We constantly hear and repeat that customers are undoubtedly the most valuable asset of any organization. In this sense, we must ensure that their...

Digital transformation has brought significant changes in the way we work, shop, and even relate to our...

In 1881, a German baker named Kranler decided to start offering his products to his customers through the phone. The result of this novel and...

These days, it is undeniable that technologies are evolving in such an ever faster way. They bring us new possibilities to realize daily tasks....

When you use the word callbot, you do not really know what it deals with. But when calling a company, if a machine asks you “How may I help?”, this...

Regardless of our business structure and industry, providing the right customer service is critical to enhance consumer experience. One of the great...

Nowadays, it is increasingly necessary to have good customer service by phone. Call centers are a valuable tool for companies that need to handle a...

The objective of any company is to have the largest possible client portfolio. Sometimes it is very difficult to reach these customers and maintain...

In this article we will show you the details about how a contact center can be structured; the different types of possible organization and which...

Monitoring the quality of the call center is essential for the proper functioning of your call center. Here are some very useful tips.   It is...

Call centers are a perfect tool for the external communication of any company. Today we will see how to improve a call center and how to get the...

There are many factors that will determine the success or failure of an outbound calling strategy. With proper planning and preparation, these...

Thinking about software outsourcing? If you are an IT company who wants to grow in the field of software-development, but your IT team has too many...

Making sure that your customer service is going above and beyond your customer’s expectations can sometimes be challenging. Call center agent...

Morocco has recently been considered a destination for investors from different countries around the world. A call center for business is what's...

In the phone center or call center world, agents very often suffer from stress. Indeed, when time is limited, work accumulates and stress occurs....

We've seen a lot of changes in the world of call centers and customer service experience. Until a few years ago, no one thought about online...

  Different call center features can be found in most customer service departments. In order for companies to maintain communication with their...

When you first create a call center for your business, you will have to invest in an internal call center software or phone system. Or, you can...

  In order to know how you want your calls to ring, you will need to know what hunt groups or ring groups are. Hunt Groups With hunt groups,...

  Being a call center operator is a big responsibility. Call center operators are constantly in contact with multiple people with different...

A VPN (virtual private network) creates a secure tunnel from your IP to the restricted area while using a public network. With the modern-day issues...

If you are not yet familiar with the term outbound contact center, in this article you will get to know this concept that will help you increase...

It is never an easy job to manage a Call center software. You can be successful though, by learning from the others in the industry who are...

So, you want to get customers in other languages and regions. Great! Your first step is to translate your website. But what then? Are you ready for...

An automated call dispenser improves the overall efficiency of call centers. The ACD cloud contact center system categorizes and distributes...