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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…

Today, the ability to effectively analyze and classify every customer interaction is a key success factor for any contact center. Dispositions emerge as a fundamental strategic tool for transforming call data into insights, enabling companies to…

Artificial intelligence in modern contact centers is divided into two basic strategic approaches: automation vs augmentation. The former completely replaces human intervention, while the latter enhances operators' capabilities. Understanding when to apply each approach determines the…

Peak seasons represent critical times for customer service, when contact volumes increase dramatically and operational pressure reaches peak levels. A well-structured omnichannel strategy becomes essential to maintain high quality standards and ensure continuity in the customer…

Customer Relationship Management represents a fundamental strategic approach to managing customer relationships. Understanding the meaning of CRM means acquiring the skills needed to transform business processes and improve business performance through structured implementation. Definition and meaning…

The evolution of customer service is through the integration of advanced technologies that optimize user experience and operational efficiency. I voicebots represent today's most promising frontier for customer service., offering immediate and personalized responses through conversational…