omnichannel

Agent burnout is one of the most critical challenges facing contact centers globally today. With turnover rates as high as 45 percent annually in some industries and replacement costs that can exceed 15,000 euros per operator,…

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…

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…

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…

Think of a customer who needs to make contact with a company out of necessity: checking on an order, making a complaint, or asking for simple information. Starts by sending a message on the relevant site's…

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…