contact center

The difference between a customer service that struggles to meet SLAs and one that consistently exceeds them often lies not in the number of agents, but in how those agents are managed. In the BPO industry,…

Customer service is facing a period of major transition, perhaps the most important change in the past 20 years: the massive introduction of artificial intelligence into customer support processes. Traditional call centers are increasingly evolving toward…

In the customer care environment, where interaction management software is often shared by multiple people, it becomes essential to have an overview of what is happening in real time to ensure operational efficiency and customer satisfaction.…

Client engagement today represents a crucial element of any business success. Purchasing goods or using services is only the first step in building stable relationships with one's customers. Retaining users, making them brand sponsors, and involving…

The customer is one of the leading Italian retailers of consumer electronics, with over 500 stores distributed throughout the country. They offer a wide range of products, including smartphones, computers, televisions, appliances, and more. In addition…

Credit recovery, or debt collection, is a crucial challenge for companies that want to maintain their financial strength and reputation in the market. However, traditional communication channels such as telephone, email or mail often prove ineffective,…