Call centers are an essential part of many businesses' customer service operations. They are often the first point of contact between a company and its customers, and as such, they have a significant impact on a company's reputation and customer satisfaction levels....
Speech analytics has become an essential tool for call centers in recent years. By analyzing customer interactions, call centers can gain valuable insights into customer behavior, sentiment, and preferences. In this article, we will explore the top use cases for...
Payment Card Industry Data Security Standard (PCI DSS) is a set of security standards established by major credit card companies to protect sensitive information related to credit and debit card transactions. Any business that handles payment card data must be...
The high competitiveness and availability of a wide variety of products on the market have caused brands to seek to differentiate themselves at all costs. Many companies are focusing their efforts on storytelling or reinforcing values to try to win customer loyalty,...
The new reality in which we find ourselves and the emergence of new needs regarding the services and products offered to us have accelerated the transformation process in many economic sectors, including the financial one. In fact, the increase in the use of digital...
Even in the Contact Center industry, the management of sensitive data is a growing issue and the number of resources allocated to compliance and risk management is increasing. Contact Centers must carefully follow and stay abreast of the guidelines required by...
Customer experience (CX) has increased its importance within the corporate agenda to the point where it is considered a strategic pillar of differentiation. This is mostly because customer behavior is constantly changing and products and services are becoming...
The insurance industry is a highly competitive sector, where many companies compete with products with practically identical benefits. But, at the same time, the trend in this industry has been towards a decrease in the number of insurance companies, leading to...
The telecommunications sector is characterized by being a very mature and saturated market, having a war of offers, an unreliable customer base, and few new customers. This means that any bad experience or customer dissatisfaction means that they are likely...
Technology has revolutionized the world in many areas, but for companies, there are multiple uses of IT tools that bring great benefits, such as task automation. Companies have routine processes and tasks that, when performed and managed manually, increase...