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...
Given the high competitiveness and saturation in the market, companies are looking for new ways to differentiate themselves and show their company as unique. It is for this reason that Customer Experience has climbed the ranks of company priorities to the point of...
Before we start talking about conversational intelligence and where Speech Analytics is used, we must understand how important it has become in the Contact Centers. Consumers, when interested in a product or service, have a multitude of information in different...
In the last few years, due to periods of recession and the crisis caused by the COVID-19 pandemic, the number of non-payments has increased, which is a more common problem than it seems for many companies, indeed 64% of them suffer its negative consequences. Due...
Today, customer fatigue and oversaturation when receiving calls to sell them products and services are on the rise, which is why companies are becoming more and more demanding when it comes to assessing which sales strategies work. The search for process optimization...
In Contact Centers, quality assurance has always been a critical part of improving agent performance, ensuring compliance, and enhancing the customer experience. When we talk about quality in a Contact Center service, we refer to its ability to meet both...