omnichannel

Hot desking is a work practice that is becoming increasingly popular in many companies that have a modern approach to the world of work. This method involves assigning flexible workstations to employees, which they can only…

Within contact centers, it is becoming increasingly important to ensure a certain level of autonomy for various operators and the ability to manage customer interactions in the best possible way, controlling call queue traffic and reducing…

The availability of a 24/7 phone service has become a necessity for many companies that aim to provide high-quality customer service, especially for customer service-related services. What is 24/7 availability and why is it important for…

How XCALLY was born XCALLY was born from the passion of a group of contact center professionals and their vision of what customer care should be. Since 1996, experimenting with Voice over IP solutions and using…

IVR stands for Interactive Voice Response: interactive voice response, which is a technology that allows customers to interact with a telephone system through a voice menu configurable to a company's specific needs. IVRs are increasingly established…

One of the biggest challenges facing every brand today is managing increasingly complex customer care & experience processes. Providing the best customer service requires the orchestration and governace of multiple channels and tools. To do this,…