Here at ICR Evolution, we know that employee experience (EX) is just as important, if not more, as customer experience (CX). Retaining your employees
Categoría: Customer Service
The latest ICR Evolution news and thoughts about the contact center world now at your fingertips.
As you know, the angry customer is an everyday situation in any contact center, whatever the sector and size of the company. Therefore, in
Social media have come to radically change the way customers, especially the youngest, relate to brands and companies. Whether we like it or not,
The workforce of a company is its greatest asset, since it are the employees who work day by day to achieve the objectives of
Regardless of all technological innovations, the client always values receiving a personalized and quality service. In this article we analyze which are those customer
Customer surveys have traditionally been one of the most widely used tools for conducting market research, measuring user satisfaction and, in general, for managing
When we ask ourselves basic questions such as what is a CRM or what CRM tools are the most appropriate for our business, everything
The FCR or First Call Resolution is undoubtedly one of the most important Key Performance Indicators (KPIs) for a contact center. And this is
Undoubtedly, all of us who are dedicated to topics related to customer service are aware of the enormous evolution that contact centers have experienced