News

In customer care, the ability to monitor operational performance in real time is a prerequisite for ensuring efficiency and service quality. The realtime dashboards enable supervisory teams to instantly view queue status, agent workload, customer wait…

Contrary to what the market is accustoming us to, retaining a customer costs significantly less than acquiring a new one. Retention is not just a matter of product or price, but depends mainly on two interconnected…

Systems voice response IVR represent the central element of automation in call centers today, handling millions of daily interactions between businesses and customers. Interactive Voice Response is an automated phone system technology that allows callers to…

The cybersecurity landscape has undergone dramatic changes, with cyber attacks increasing by 75% in 2024 compared to the previous year. Organizations now face an average of 1,876 weekly attacks, making robust security measures essential for business…

Technological evolution has radically transformed the customer service landscape: from legacy single-channel systems we have moved to integrated infrastructures that simultaneously manage voice, chat, email, social media, and messaging apps. This transformation requires a complete overhaul…

Technological evolution has radically transformed the customer service landscape, introducing mobile apps that enable agents to operate with maximum efficiency regardless of their physical location. Modern mobile platforms offer advanced features to ensure business continuity and…