User persona in the call center. Throughout the day, call center agents receive phone calls from dozens of different types of customers. Each of
Category: Innovation
The latest ICR Evolution news and thoughts about the contact center world now at your fingertips.
5 contact center metrics for customer service. In any company it is essential to take care of customer satisfaction when offering any product or
How to comply with the GDPR and the ODPL in a call center? The year 2022 will undoubtedly be a year full of great
What is a contact center? During the last weeks we have been highlighting the importance and evolution of call centers and contact centers and
Journey Mapping in call center. The first thought that comes to mind when we think of the “path” that a customer takes to complete
IVR call blasting for call center. Today we want to talk about one of the most effective solutions when it comes to managing customer
History and evolution of the call center. That call centers have transformed the way of doing business and communication between a company and its
Why integrate Whatsapp or Telegram in a contact center? By now we are all clear about the importance of social media, email and instant
RPA automation solutions in a contact center. We have already spoken on different occasions about digital transformation and all that it entails: new routines