In today’s digital economy, where customer experience has become a strategic differentiator, voice channels continue to play a critical role in how organizations interact with their customers. Despite the growing adoption of digital and automated solutions, voice...
The recent approval of the Customer Service Law bill (better known as the SAC Law, in Spanish) marks a milestone in customer service regulation in Spain. After more than four years of parliamentary proceedings, the Congress of Deputies has given the green light, by...
Technological evolution has brought contact centers to a turning point. Customer experience and operational efficiency are critical success factors, which is why intelligent automation has emerged as a key tool for transforming processes, reducing costs,...
Customer service has become one of the most decisive factors in an organization's reputation and profitability. However, ensuring a consistent, secure experience that complies with international quality standards remains a challenge for many contact centers. In this...
Customer service is evolving rapidly. In an environment where consumer expectations are combined with accelerated growth in demand, scaling service without losing quality is no longer just desirable, but essential. Organizations that operate large contact centers need...
Customer interactions with businesses are no longer just support calls. In 2025, Contact Centers have become a strategic hub for loyalty, innovation, and growth. Artificial intelligence (AI) is the driving force reshaping how every conversation is managed. It’s...
Artificial Intelligence (AI) is transforming how large contact centers assess, understand, and improve customer service quality. It's no longer just about tracking wait times or randomly scoring calls. Today’s AI-powered tools enable real-time, system-wide...
Fraud prevention is no longer just reactive. With AI applied to the recording and analysis of customer interactions, organizations can quickly, consistently, and efficiently detect suspicious behavior. Integrated systems that process voice, video, chat, and metadata...
In debt collection, time is more than just money; it’s trust, reputation, and profitability. But moving fast doesn’t always mean moving smart. Many companies still face major bottlenecks in their recovery processes: too many manual tasks, inefficient contact...
Improving operational efficiency without compromising service quality has become a top priority for every contact center. In a fast-paced environment filled with constant interactions and increasingly demanding customers, artificial intelligence (AI) is no longer a...