customer experience

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,…

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…

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…

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…