3 Ways to Remove Friction from the Agent Experience in a Call Center

30 de June de 2022

In this post, we will expose some aspects that call center managers and supervisors must take into account to improve the agent experience (AX) and thus reduce employee turnover. 1) Equip Employees with the Right Tools and Technology Like customers, contact center agents want effective tools to help them save time and be more efficient… Read more »

How To Reimagine Call Centers with the Power of AI and the Cloud

28 de June de 2022

Call centers are transforming their strategies, service delivery models, and leveraging advanced technologies such as Artificial Intelligence (AI) and Cloud Computing to expand their capabilities and better support their agents and customers. After all, contact centers are the first point of contact where customers resolve their problems. That’s why business leaders are looking for advanced… Read more »

5 Benefits of Call Recording for a Healthcare Call Center

23 de June de 2022

Call recording in a healthcare call center gives agents the tools they need to deliver world-class customer service every time they call, helps advance compliance, increases hospital reputation and improves the patient experience. 5 Benefits of Call Recording for a Healthcare Call Center 1) Improved Patient Experience Medical centers know that they have to keep… Read more »

The Future of Call Centers Is the Hybrid Work Model

21 de June de 2022

Remote work is becoming more than just a fad. However, but that does not mean that the offices will disappear. Businesses still need them. How to organize the workflow in the office of the future? Why Did the Need for Changes Arise? The COVID-19 pandemic has changed the world of work forever. Many organizations have… Read more »

Masvoz and Telsome Will Operate as Enreach from Today

16 de June de 2022

As of today, masvoz and Telsome will operate jointly in Spain under the name of Enreach, a leading European provider of converged communications solutions for companies, with the aim of further strengthening its presence in Spain and continuing to grow in a key market for the group. In order to expand in Spain, the Enreach… Read more »

How To Improve the Customer Experience by Eliminating These 6 Barriers in a Call Center?

14 de June de 2022

Call centers are tasked with improving the customer experience (CX), but sometimes-internal factors get in the way. This requires looking at processes, policies, technology, skills gaps, and other variables that may be barriers to delivering successful CX. How To Improve the Customer Experience (CX)? Although contact centers are not solely responsible for CX, they play… Read more »

7 Keys that Can Improve the Customer Journey

9 de June de 2022

Customer journeys or customer journeys are the different paths that customers follow while interacting with a company: make a purchase, find information or get help, among others. For example, a user who wants to buy a product online will follow a different path than another who is looking for information about the guarantee. Due to… Read more »

What Is the Voice of the Employee (VoE) and How Does it Affect Call Centers?

31 de May de 2022

The Voice of the Employee (VoE) is the process of collecting employee feedback, complaints, and suggestions about their experiences and satisfaction with their workplace. The goal of VoE is to improve individual and overall employee satisfaction. Just like customers want to do business with an organization that offers a great customer experience (CX), agents want… Read more »

How AI Is Changing the Way Companies Handle Customer Complaints

26 de May de 2022

In a constantly changing environment, where companies increasingly compete to offer good service, call centers can no longer handle complaints manually; doing so risks reputational damage, customer churn, and missed opportunities to drive product and service improvements, among other things. With many organizations today forced to identify, classify, report and resolve all complaints, a growing… Read more »

Self-Scheduling: The Response To Agent Stress in Omnichannel Call Centers

24 de May de 2022

One of the biggest challenges for contact center leaders is balancing the needs of agents with excellent customer service. The pandemic has ushered in a new era in which employees are reassessing the impact of their work and personal lives, mental health, and meeting goals. Why Has This Situation Affected The Call Center Industry More?… Read more »