Currently, most of the complaints that customers filed with Public Administrations have in common the lack of customer service. For this reason, last June the Spanish Council of Ministers approved the draft bill for the Customer Service Law, which aims to alleviate...
In recent years, the behavior of commercial banking customers has changed. They no longer make the same type of decisions they used to make when purchasing a product or service, now they also buy an experience. This means that the customer values much more...
With the deregulation and privatization of the utility market, the industry's competitiveness has skyrocketed. Therefore, differentiating yourself by offering a unique experience is the only way to gain a competitive advantage. Technologies have raised...
If you are running a call center, one of the most important questions you might have is how many call center agents you need to ensure your business runs smoothly. There is no one-size-fits-all answer to this question, as the number of agents you need will depend on a...
Customer satisfaction is the ultimate goal of any business, and call centers are no exception. Call centers are the first line of communication between customers and businesses, making it crucial for them to ensure that customer satisfaction is achieved at every...
As call centers continue to be the primary means of communication between businesses and customers, it is essential to measure their performance. In this article, we will discuss the top metrics to track for call center performance and how they can improve your...
Call centers are critical to the success of many businesses. They are the frontline of customer service, handling inquiries, and providing support. However, call center managers and executives often struggle to maintain quality assurance in their centers. Without...
In today's business world, data is king. The ability to analyze data can help businesses make better decisions, reduce costs, and increase profits. Speech analytics, in particular, can be a powerful tool for companies looking to gain insights into customer behavior,...
As technology continues to advance, businesses are constantly looking for new ways to improve their operations and increase efficiency. One such way is through the use of speech analytics technology. But what is speech analytics, and how does it work? > What is Speech...
In today's fast-paced world, the success of a contact center largely depends on how quickly and efficiently they can handle customer queries and complaints. In order to improve their performance, contact centers are increasingly turning to speech analytics. This...