customer service

In the context of customer service, understanding and empathetically responding to customer's emotional reactions is crucial to ensure a rewarding and satisfying experience. NLP Sentiment Analysis is a powerful tool that allows analyzing and interpreting the…

Working flexibly and ensuring operational continuity even remotely have become fundamental elements for many companies. That's why XCALLY has developed XCALLY Mobile, an intuitive application available for iOS devices, which offers agents the ability to manage…

The IVR system (Interactive Voice Response system) has proven to be a powerful tool over time for improving the customer experience, optimizing resources, and increasing productivity. From the early automated response systems developed in the '90s…

In recent years, the importance of providing high-quality customer care service has become critical to the success of companies. Call center optimization has become a key element in improving operational efficiency and customer satisfaction. In this…

The number of channels available for customers to interact with businesses has grown exponentially in recent years, with the advent of chatbots, messengers, mobile apps and more. It has become imperative for companies to manage requests…

In customer care, quality of service is paramount. To ensure that customers receive excellent service, companies rely on specialized professionals such as the Customer Service Quality Analyst. In this article, we will explore the fundamental role…