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...
Customer service takes place when, at any time, a company and its employees serve a person who is buying, considering the product or service, or has a problem or complaint. Whatever the occasion, customer service is the most important in ensuring a good customer...
Marketing and sales professionals know that satisfied customers mean success for the brand/company. It is therefore very important to know their needs and interests, as it will allow you to offer a better service and maximize results. In addition, Contact Centers are,...
A quality Call Center is one that not only seeks to fulfill its objective as a company but also satisfies the needs of its employees and customers. By having a Call Center, companies can obtain multiple benefits, among others: improving customer experience by offering...
Digital banking and the use of Fintech have experienced a resurgence, becoming very popular. But, as strange as it may sound, there is another long-established channel where financial institutions are experiencing high levels of traffic: Call Centers. Increased...
What is PCI DSS? Surely, or almost certainly, you have seen the acronym PCI DSS at some point, and perhaps you are not entirely clear on what it means, well, PCI DSS is the acronym for Payment Card Industry Data Security Standard. > PCI DSS is a set of...
The use of call recording in Call Centers has become generalized a few years ago in order to monitor randomly the calls to evaluate the quality of the service provided to customers. But this call monitoring required a great effort, both financially and personally, on...
Market research allows to know the opinions, preferences, motivations, obstacles, and even suggestions for product improvement, of customers and to obtain essential conclusions and insights to make the most appropriate strategic and operational decisions. > But this...
Speech Analytics is becoming one of the most demanded technologies in recent years by companies from different sectors. Most companies have implemented Call Recording software for quality control or to ensure regulatory compliance, but many companies realize that the...
If you are evaluating to incorporate Speech Analytics technology into your company, although it seems obvious, the first thing you need to understand is what Speech Analytics is and how it works. Speech Analytics has been the Call Center tool with the biggest and...