Voice artificial intelligence (AI) is no longer a futuristic promise but an essential tool in contact centers. Although its use and implementation are often seen as a replacement for human teams, the truth is that AI is more of a complement than a...
In the telecommunications industry, call analysis has drastically evolved with the integration of artificial intelligence (AI). What once focused on merely capturing and recording interactions now revolves around converting that data into valuable insights that...
The telecommunications industry is at a critical juncture, as service providers face the dual challenge of maintaining profitability while adapting to rapidly changing technological landscapes. For Communications Service Providers (CSPs), the pressure to enhance...
ISO 18295 certification has become a key standard for call centers wishing to deliver high-quality customer service and maintain operational efficiency. This standard, developed specifically for customer contact centers, establishes clear requirements for improving...
In an increasingly connected and demanding world, customers expect companies to deliver fast, personalized, and frictionless experiences. The contact center, as the primary point of contact between the enterprise and its customers, plays a crucial role in user...
The Spanish Customer Service Law Project (Law 121/000012) is in the final stages of processing and will soon be a reality for companies in different sectors. This regulation is designed to raise quality standards in customer service, with special emphasis on faster...
Speech analytics is a powerful tool that allows companies to improve customer experience, optimize contact center operations, and gain valuable insights from customer conversations. However, to fully leverage these technologies, it is essential to follow a series of...
In the fast-paced world of technology and customer service, omni-experience has become an essential term. More and more companies are adopting this approach to provide seamless and consistent experiences for their users, regardless of the interaction channel they...
In recent years, digital transformation has brought about profound changes in how companies interact with their customers. New technologies have not only automated processes and increased efficiency, but have also enabled companies to better understand their users,...
In today's business world, omnichannel is no longer a luxury but a necessity. With the growing demand for personalized experiences and the expansion of digital platforms, companies are under increasing pressure to deliver customer service that is not...