This event was made possible thanks to our co‑organisers, Webpilots Spain — specialists in permission marketing — and Magnetron, official distributor of EPOS and Sennheiser among other leading brands. We also had the support of the AEERC (Spanish Association of Customer Relationship Experts) and our media partners Contact Center Hub and Relación Cliente.

Below we review the topics that shaped the day — updates from the AEPD, critical points of the ‘Stop  Publicidad’  List, the impact of the anti‑telephone‑fraud regulation, changes to the Law on Customer Service  Provision and updates to the framework for AI in Customer Experience (CX) — with insights from Daniel  Vidal, lawyer and Legal Director at Webpilots Spain.

THE WELCOME THAT ALIGNED US

Luís A. González kicked off the morning with a sincere thank‑you to attendees, collaborators and the press. With a brief and clear address, he emphasised the goal of CX Brunch: a space born from the joint desire to contribute and drive forward our sector.

Luís A. González, Head of CCaaS Sales at Enreach, welcoming the attendees of the 4th edition of CX Brunch by Enreach.

FIVE LEGAL CHALLENGES WE TACKLED AT CX BRUNCH IV

With professional precision and flawless delivery, Daniel Vidal focused his presentation on five key challenges currently driving the pace of the contact‑centre industry.

1. AEPD UPDATES: A BREATH OF FRESH AIR (AND A FASTER PACE)

The big news: the change in leadership at the AEPD (Spanish Data‑Protection Agency). Lorenzo  Cotino, Professor of Constitutional Law with experience in AI, has taken office and launched a new strategic plan for 2025‑2030.

“We can say it’s the first strategic plan to be implemented in such a short timescale and that, furthermore, brings hope to the sector.”

Daniel Vidal, Lawyer and Legal Director at Webpilots Spain

The plan, structured around seven pillars, gives the Agency’s role in industry a distinctly different tone. Particularly noteworthy is the third pillar: supporting and guiding regulatory compliance.

Another pertinent change: the AEPD will cease issuing annual reports and instead publish on a semi‑annual basis. The upside is timelier data; the downside, the loss of year‑on‑year comparison.

Vidal presented the latest semi‑annual report covering December 2024 to May 2025 and highlighted three trends:

• Complaints: up by nearly 30%. Possibly due to new types of complaints included since December.
• Satisfactory resolutions: down by 34%. Everything suggests the Agency is applying a different criterion when assessing outcomes.
• Investigations and sanctions: investigations up by around 40% and sanctions up by 18%.

“Once again I’m showing the same chart that illustrates the disproportion of sanctions in Spain compared to other European countries.”

Daniel Vidal, Lawyer and Legal Director at Webpilots Spain

2. STOP PUBLICIDAD LIST: SIGNIFICANT OPERATIONAL GAPS

Despite four appeals and several amendments, a second exclusion list has finally been published. And here lies the paradox: although this list isn’t yet operational, the Agency requires the sector to consult it.

Furthermore, the interaction between the ‘Stop Publicidad’ List  (LSP) and the Lista Robinson remains unclear. Which takes precedence? How should conflicts be resolved?

“The Organic Law 3/2018 does not cover what happens if a consumer is registered on the LSP but not on the Lista Robinson.”

Daniel Vidal, Lawyer and Legal Director at Webpilots Spain

The result, for now, is a grey area complicating daily operations, increasing checks and adding legal uncertainty.

Daniel Vidal, Lawyer and Legal Director at Webpilots Spain, during his presentation at the 4th edition of CX Brunch by Enreach.

3. UPCOMING CUSTOMER‑SERVICE LAW: THE CATALAN‑LANGUAGE PROVISION

In recent months we’ve seen it in the headlines. The Spanish Government proposes to include in the upcoming Law on Customer Service Provision a clause requiring companies headquartered in Spain to provide service in Catalan when the customer requests it. Vidal reminded that, previously, other institutions had already called for service in any of the co‑official languages.

“If the contract is signed in Catalan, I don’t see why telephone or chat service couldn’t also be delivered in that language.”

Daniel Vidal, Lawyer and Legal Director at Webpilots Spain

Less visible in the media but operationally more impactful is the proposal by Pablo Bustinduy (Plural National Parliamentary Group SUMAR): to require a distinct numbering for commercial calls compared to customer‑service calls.

“This poses a considerable challenge: a business‑to‑business call might be considered commercial and require specific numbering.”

Daniel Vidal, Lawyer and Legal Director at Webpilots Spain

If these measures proceed, the sector would need to revise within record time its criteria for classification, routing and number‑management.

4. TELEPHONE‑FRAUD‑PREVENTION ORDER: THE MOST DEBATED TOPIC

One of the focal points of the presentation was the TDF/149/2025 Order. Its first phase was clear: curb telephone fraud conducted via unassigned numbers.

“The fraudster could impersonate your bank and ask you for your credentials easily because that number appeared under the bank’s name.”

Daniel Vidal, Lawyer and Legal Director at Webpilots Spain

Following its implementation, in February 2025 some 50  million calls were blocked and 2.5  million SMS were intercepted.

The greatest impact for the industry came with the second phase: the blocking of unsolicited commercial calls and SMS as well as customer‑service calls via mobile numbering.

“It’s an unjustified block that, to date, hasn’t been solidly justified.”

Daniel Vidal, Lawyer and Legal Director at Webpilots Spain

Since 7 June 2025, the date the regulation came into effect, around half a million calls a day and 18,500 SMS daily in July were blocked. According to Vidal, the volume partly stems from the AEPD’s imposition of potential licence loss for any operator that fails to block such communications.

The consequences for companies are severe: the CNMC classifies non-compliance as a serious offence, punishable by fines of up to €2 million, or twice the profit gained, or 1% of the company’s turnover from the previous financial year. In addition, businesses risk losing the telephone numbers used and face an extra €30,000 fine for individuals in executive or representative roles.

Despite the severity of the sanctions regime, the order leaves questions that raise concern: most notably, the lack of a clear definition of what constitutes an ‘unsolicited call’.

5. EUROPEAN AI REGULATION: NOW IN EFFECT

Vidal reminded the audience that Regulation ( EU ) 2024/1689 — the new European AI law — is already in force and that from 2  August 2025 the obligations on transparency and governance — including those affecting general‑purpose models — are enforceable and subject to sanction.
Providers of general‑purpose AI models are obliged to: document their models technically, publish a summary of the data used to train them, have a policy that respects copyright, and provide that information to anyone integrating those models. If they don’t, they can be sanctioned by the authorities.

AI INNOVATIONS FOR THE CONTACT CENTRE

Vidal presented very specific examples of how AI already enables real‑time accent adaptation to improve comprehension between interlocutors. A direct aid to smoother conversations.

“This technology is here to stay and to help — not to replace the people working in this sector.”

Daniel Vidal, Lawyer and Legal Director at Webpilots Spain

He also underlined their limitations: AI does not inherently include cultural nuance, context or intent. There are processes deeply human that it will not replicate without specific training and good oversight. The key, he insisted, is to add it to the team to enhance — not replace — the workforce.

MAGNETRON’S SESSION

Francisco de  la Torre, Director of the Communications Division at Magnetron, shared a few words of encouragement and reminded us that AI has been with us for some time, embedded in everyday solutions such as EPOS headsets, which deliver high‑quality sound experience.

Next, he ran a raffle among the attendees for an exclusive model and encouraged everyone to try out the full range available in the room.

Francisco de la Torre, Director of the Communications Division at Magnetron, during his presentation at the 4th edition of CX Brunch by Enreach.

NETWORKING BRUNCH: THE SYNERGY MOMENT

The brunch‑style networking was the perfect finale to a highly productive morning. Our office buzzed with enquiries, thank‑yous and spontaneous conversations that — we’re certain — will mark the beginning of new synergies and collaborations.

Attendees of the 4th edition of CX Brunch by Enreach during the networking brunch.

FINAL CONCLUSIONS

We’d like to thank, once again, all the attendees and the event’s partners: Webpilots  Spain and Magnetron as co‑organisers; our media partners Relación Cliente and Contact Center Hub; and the AEERC Association for their support.

After four editions, we can affirm that we’re driving a gathering for and by the industry, together with professionals who ensure a clear message and deliver high‑value insights.

“It’s been a pleasure to be at Enreach’s home, reviewing with rigour and openly the technical and legal updates for the contact‑centre.”

Daniel Vidal, Lawyer and Legal Director at Webpilots Spain

Once again, we “lit up the path” and explained how to overcome the legal challenges that are putting pressure on our sector’s operations — so we can work up to date and in full compliance.

“Again, we’ve seen how regulation impacts the sector and how technology — especially AI‑based — helps us surmount those barriers and do things the right way.”

Alfred Nesweda, Managing Director at Enreach

In 2025, the industry has experienced a multitude of legal updates — complex and, at times, ambiguous — which demand the expert clarification of professionals capable of resolving doubts and shedding light on so much uncertainty.

“Bringing the industry together in an open debate about the challenges facing contact centres and end‑clients was necessary.”

Carlos Jiménez, Head of Sales at Enreach

We know that we want to keep contributing to the sector and also go beyond our technological core: success only comes when we all row in the same direction.

“When all parties and industry players collaborate, only solutions are found.”

Luis A. González, Head of CCaaS Sales at Enreach

See you at the next edition of CX Brunch!

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La entrada A legal & tech checkpoint for contact centres: a summary of the fourth edition of the CX Brunch se publicó primero en Enreach ES.

If you want your hosted PBX to run like clockwork – without missing calls or losing your corporate identity – you need a well-structured numbering plan. Here are five key tips to keep things running smoothly.

1. ASSIGN NUMBER BLOCKS BY DEPARTMENT

Don’t assign extensions haphazardly. A clear and logical scheme will make call management more efficient and facilitate future growth.

Assign a specific number range to each department. For example:

• 1XX → Administration
• 2XX → Sales
• 3XX → Support
• 9XX → Management

This way, when you need to add new extensions, you’ll have a structure that’s easy to follow.

2. USE A DDI FOR EMPLOYEES WHO RECEIVE A HIGH VOLUME OF EXTERNAL CALLS

A DDI (Direct Dial-In) is a dedicated phone number assigned to a specific extension. It allows people outside the company to call an employee directly, bypassing an IVR menu or receptionist.

WHO BENEFITS FROM A DDI?

• Sales representatives who need to take direct calls from customers.
• Managers or account executives who need to be immediately available without filters.
• Key departments such as premium support or VIP support.

3. SET RULES BASED ON YOUR BUSINESS HOURS

Your PBX needs to know what to do when your business is open – and when it’s not. A call at 10am on a Tuesday isn’t the same as a call on a Sunday, is it?

A typical setup might look like this

• During business hours: Calls go to an IVR queue or a designated team.
• After hours: Calls are routed to on-call agents or, if unavailable, to voicemail, which automatically transcribes and emails the message. For VIP customers, calls can be routed directly to the CEO’s phone.
• Holidays: Customise your welcome message and set up special routing rules to ensure urgent calls reach the right team.

BONUS TIP: Solutions such as Enreach Contact allow you to link mobile phones and computers so that when a customer or colleague dials an employee’s extension, all their devices ring simultaneously. You can connect via an app, a SIM card for mobile phones, or directly from a web browser on a PC.

4. SET RULES FOR WHEN USERS ARE BUSY OR UNAVAILABLE

Within a department, it’s incredibly useful to configure conditional call forwarding for two key scenarios:

• When a user is marked as “busy” (on another call or in a video meeting).
• When a user doesn’t answer after a certain number of seconds.

Each employee should be able to decide how to handle these calls, whether that means

• Transferring to a colleague.
• Forwarding to a specific number.
• Sending to voicemail.

By clearly defining these settings, you’ll ensure that no call goes unattended.

5. TEST AND SIMULATE SCENARIOS BEFORE ACTIVATION

Many companies set up their numbering plan and activate it without proper testing. This often leads to problems such as

• Extensions not ringing as expected.
• Infinite call loops due to incorrect redirects.
• Customers getting stuck in an IVR with no way out.

To avoid this, perform these key tests:

• Call from an external number and check the call flow.
• Simulate after-hours and holiday scenarios.
• Test what happens if a user is busy or doesn’t answer.
• Check that call forwarding to mobile or external landlines works correctly.
• Check voicemail settings and ensure messages are recorded and forwarded correctly.

FINAL THOUGHTS

A numbering plan isn’t just a technical set-up – it’s a fundamental part of internal and external communications. A well-designed system not only prevents missed calls or long hold times, it also improves team productivity and the customer experience.

Thinking about how calls flow through your organisation is just as important as designing your workflows. When every call gets to the right place at the right time, your business runs more smoothly and efficiently.

After all, a great PBX isn’t just about receiving calls – it’s about intelligently connecting teams, customers and business opportunities.

DISCOVER ALL THE FEATURES OF ENREACH CONTACT

La entrada 5 foolproof tips to set up your hosted PBX perfectly se publicó primero en Enreach ES.

ARE PREDICTIVE DIALERS THE ANSWER?

Predictive dialers maximise productivity by dialing more numbers than there are agents available, reducing waiting times between calls to zero. However, this efficiency can lead to two common problems that affect the customer experience (but have solutions):

1. Phantom calls:
2. These occur when the user answers but hears no one on the line because the system is still transferring the call to an available agent. This is often associated with telemarketing campaigns and causes users to hang up immediately.
3. Disconnected calls:
4. This happens when all agents are busy and the system disconnects a call that has already been connected to a customer, intending to try again later. This feels like a missed call to the customer.

Although advanced predictive algorithms minimise these problems, they can still occur if the system isn’t configured correctly, as we explain below.

ENSURE YOUR TOOL IS CONFIGURED CORRECTLY

Follow these three steps to optimise performance and reduce abandoned calls:

1. SET YOUR PREDICTIVE DIALER TO AUTO-TUNE

Every predictive dialer works differently, so it’s important to understand how yours works and what its strengths and limitations are. This is particularly important because some intelligent systems, such as Outbound by Enreach, will automatically adjust the volume of outbound calls if they detect that more calls are being connected than agents can handle – helping to avoid disconnects.

2. ADJUST DIALLING SPEED

Before launching a campaign, some systems allow you to choose between different dialling modes and adjust the speed (for predictive dialers), offering options such as ‘normal’, ‘fast’ or ‘aggressive’ depending on your campaign objectives.

3. REDUCE CONNECTION TIME

All software tools come with a default connection time that determines when an unanswered call is disconnected to prevent it from going to voicemail. By adjusting this time and finding the optimum setting (e.g. reducing it from 25 to 15 seconds), you can ensure that agents spend less time waiting for customers to pick up, so they can quickly move on to the next call.

TWEAK YOUR TELMARKING STRATEGY

The market is constantly changing and what worked a year ago may no longer be effective. It’s time to reinvent yourself and try new approaches. Here are three tips to help your campaigns succeed:

1. MONITOR PERFORMANCE IN REAL TIME

Analyse your response rates by time of day. Identifying the most successful times will allow you to fine-tune your strategy and maximise results.

2. COMBINE TWO DIALLERS BASED ON CONTACT QUALITY

• Use an automatic dialler for high quality contacts to ensure they are immediately connected to an agent when they pick up.
  Reserve the predictive dialler for lower quality contacts, where the impact of phantom calls is less likely to affect the connection experience.

3. GRAB ATTENTION IN THE FIRST FIVE SECONDS

Create a compelling and original opening script or voice prompt. This small detail can prevent users from hanging up and increase your chances of success.

WE’RE HERE TO HELP

Our outbound campaign experts are just a form submission away. Alternatively, you can call us directly on +34 900 670 750.

La entrada How to minimise abandoned calls in your telemarketing campaigns se publicó primero en Enreach ES.

The forthcoming Customer Service Act will require companies providing customer service to implement a rating system to measure customer satisfaction.

CSAT surveys are ideal for this purpose. In addition to telling us what percentage of customers are satisfied, they can be conducted through any channel in a contact centre: phone, chat, WhatsApp, email, SMS, etc.

In this post, we’ll look at what they are, how to calculate the result and how to use them in a contact centre. Let’s dive in!

1. WHAT IS CSAT?

CSAT stands for Customer Satisfaction Score and it’s used to measure customer satisfaction.

This metric is used to understand how satisfied our customers are with a product, service or contact point, such as customer service.

CSAT scores are derived from short surveys that ask very specific questions, such as “How satisfied are you with the response to your inquiry? Customers provide a rating, which we then quantify.

The result of a CSAT survey, usually expressed as a percentage, shows the number of customers who are satisfied with a very specific process/action or product/service.

So there’s no better metric for identifying friction points in the customer experience and working on continuous improvement.

2. CSAT VS. NPS

Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS) are both metrics derived from feedback surveys conducted with our customers, but each serves a different purpose.

While CSAT measures satisfaction with a very specific aspect, NPS measures the willingness of customers to recommend our brand to others.

On the face of it, both measure customer satisfaction, because nobody recommends a brand they’re not happy with. However, the data we get from an NPS survey gives us information at a general level and doesn’t allow us to measure individual customer service experiences, as CSAT surveys do.

3. WHEN IS CSAT USED?

All companies that want to measure their customers’ experience should conduct CSAT surveys: there’s nothing better than listening to our customers to make improvements in any area of the business.

In fact, leading companies using agile methodologies are already integrating customer feedback into their workflows to build their product/service roadmaps. This allows them to develop specific features for customers and have a much more competitive end product.

Listening to our customers not only has a positive impact on customer satisfaction metrics, but also impacts the business with customer retention and sales strategies for loyalty.

Have you noticed that more and more companies are integrating the role of the CX manager? Welcome to the 21st century! Today, customer experience is critical; it’s a competitive advantage, and consumers value it even more than price and product/service quality.

4. HOW ARE CSAT SURVEYS CONDUCTED?

CSAT surveys usually consist of a single question, as their purpose is to assess satisfaction with a very specific aspect. If there is a second question, it’s usually to provide optional clarifying comments.

Applied to customer service, the question would be designed to assess, for example, the service received from an agent, the experience of contracting a service, or the time taken to resolve an incident.

As well as knowing what we’re going to ask, we also need to design the response format we’ll use. There are two methods: numerical or graphical ratings and the Likert scale.

4.1 NUMERICAL OR GRAPHICAL SCORES

There’s no hard and fast rule about the length of the rating scale, but it’s most common to give three, five or seven options, although sometimes it goes up to ten. Why? Because odd numbers help us draw a line between negative and positive ratings.

Remember that the results of CSAT surveys are usually calculated using only positive ratings.

EXAMPLE OF THREE GRAPHICAL OPTIONS

If we give three alternatives, the second option divides the negative (“terrible”) and positive (“excellent”) ratings.

This format is useful for a website or app, for example. When the customer accesses their account to view the ticket resolution, they can click or tap on one of the three options.

EXAMPLE OF FIVE GRAPHICAL OPTIONS

In the group of five, the dividing line is drawn at three, so that the fourth and fifth stars are considered positive ratings.

This format can be very interesting when asking for ratings via WhatsApp; the customer can send us the stars using emoticons.

EXAMPLE OF SEVEN NUMERICAL OPTIONS

Numerical ratings, although odd, also allow us to quickly see that five, six and seven are positive ratings.

This format is ideal for phone channels as it allows the customer to say or dial a number.

4.2 LIKERT SCALE

This method has five options:

• Very dissatisfied (1)
• Dissatisfied (2)
• Neither satisfied nor dissatisfied (3
• Satisfied (4)
• Very satisfied (5)

In this scale, if we are measuring only positive responses, we should add ‘satisfied’ and ‘very satisfied’.

The Likert scale can be used when conducting an online survey. When we send a link via email or SMS, customers can mark the option that best represents their experience.

5. HOW IS CSAT CALCULATED?

Whether the answer is a number, a symbol or a word, everything can be quantified. If you’ve used numbers, you already have a numerical value, but if you’ve used graphical elements or words as an answer, you’ll need to convert them into numbers.

Go back to the previous examples and notice that each word in the Likert scale and each graphic element has a number above it (if you have already noticed: congratulations!).

Once we have assigned values, we can calculate the CSAT score. Depending on the information we want to extract, we’ll use one of these formulae:

5.1 AVERAGE SCORE

This formula gives us an overall picture of the responses, so we’ll look at all the scores (not just the positive ones).

Let’s say we used a numerical scale from 1 to 7:

To calculate the total number of ratings, we’ll multiply each value by the number of people who responded to it.

(1 x 1) + (2 x 1) + (3 x 2) + (4 x 0) + (5 x 2) + (6 x 1) + (7 x 1) = 32

And to find the total number of votes, we add up the number of people.

(1 + 1 + 2 + 0 + 2 + 1 + 1) = 8

If we divide 32 by 8, we get a CSAT score of 4 out of 7.

Although the average is not usually expressed as a percentage, we can quickly calculate it by dividing 4 by 7 and multiplying the result by 100. We get 57.14%.

Note that this is the “average score”, not the percentage of satisfied customers.

5.2 PERCENTAGE OF SATISFACTION

If we just want to know how many customers are satisfied, we’ll use this formula:

Using the previous example:

This time we’ll only take into account positive ratings, so we’ll just add up the number of people who gave us a rating of more than 4.

(2 + 1 + 1) = 4

And the total number of people who responded to the survey remains the same, still 8.

So if we divide 4 by 8, the CSAT score is 50%.

If we want to calculate the percentage of negative ratings, we’ll use the previous formula, but only take into account the people who rated us below 4.

6. WHAT PERCENTAGE OF CSAT IS GOOD?

When we calculate the CSAT score for the first time, we don’t have a historical record of how ‘good’ or ‘bad’ we are doing.

As a guide, we can say that:

• Good: In general, a CSAT score of 80% or above is considered good. This means that at least 80% of customers surveyed are satisfied or very satisfied with the service we’ve provided.
• Neutral: A score between 70% and 79% could be considered neutral. This indicates that most customers are satisfied, but there is still room for improvement.
• Poor: A percentage below 70% would generally be considered poor. This indicates that a significant proportion of customers surveyed are dissatisfied with the service they’ve received and we need to make significant improvements to address their concerns and improve the customer experience.

7. WHAT DO WE DO IF WE HAVE A NEGATIVE CSAT SCORE?

As customer service managers, we need to identify what’s wrong and what we need to do to fix it.

Firstly, we’ll make a list of all the questions where we score below 70% and rank them from lowest to highest.

For example, if our worst score is 40% and the question is ‘What do you think of the speed of our customer service’, we need to take urgent action to respond to customers more quickly.

We can adjust queue parameters within the contact centre software and route agents more effectively, or implement chatbots and callbotsto speed up intent qualification, or even offer self-service and free up agents from simple enquiries.

In addition to addressing the direct aspects that cause delay, it would also be interesting to examine the indirect elements, such as the After Work Call (AWC) times for each agent.

If we find that agents are spending more time in AWC than on calls, it could mean that the ticketing system is very old or not integrated with the contact centre solution, meaning that the current system is slowing agents down.

Once we’ve identified all the areas for improvement, we need to prioritise those that remove the most friction to see an immediate change in our average and percentage CSAT scores.

8. HOW TO IMPLEMENT THE CSAT SYSTEM IN CUSTOMER SERVICE

Once the Customer Service Act comes into force, all companies offering customer service will have to implement CSAT surveys.

So now is the time to start conducting them from your contact centre software or your CRM.

Once we’ve decided which platform to use, we’ll make a list of where and when, i.e. through which channels and after which actions, we’ll ask your customers for feedback.

If we’re going to work on continuous improvement of CSAT surveys, it’s a good idea to use the Customer Feedback Loop methodology.

Customers will feel that their opinions don’t “fall on deaf ears”; they will feel heard and empowered.

Have more questions about implementing CSAT surveys in customer service? Contact our team of experts on +34 900 670 750 or fill out this form.

La entrada How to conduct CSAT surveys in customer service se publicó primero en Enreach ES.

Are you aware of the differences between CRM and contact centre software? In this article, we explain what they are and how they complement each other.

WHAT IS CONTACT CENTRE SOFTWARE?

Contact centre software is used by customer service departments to communicate with customers.

These tools allow you to send and receive calls, emails, chats, WhatsApp messages and video calls.

WHAT IS A CRM?

CRMs (Customer Relationship Management) are tools used to manage customer data.

They contain personal details of leads, prospects and existing customers, as well as their contract information: what services/products they have, payment history, contract terms and more.

This information is typically managed by marketing, sales and customer service teams.

WHEN SHOULD CONTACT CENTRE SOFTWARE BE INTEGRATED WITH A CRM?

Customer service teams need both solutions: one to send and receive calls, messages or video calls, and the other to provide them with customer data.

That’s why both programmes are integrated to optimise and streamline the tasks agents perform before, during and after a call.

Once both systems are integrated, you’ll be able to:

• Synchronise customer data and interaction history with customer service.
• Answer, record, route, and classify calls without leaving the CRM.
• Automate CRM profile lookups to identify the caller.
• Call a customer directly from their CRM profile.
• Store call records in the customer’s profile.
• Generate much more comprehensive reports by cross-referencing information from both solutions.

HOW ARE THE TWO PROGRAMMES UNIFIED?

Integrations between contact centre software and CRM can be achieved through APIs or plug-ins.

APIs allow for more scalable and customisable integration but require advanced technical skills to install and update.

Plug-ins, on the other hand, are easy to install but less scalable and customisable as they are designed for specific purposes and rarely adapt to the needs of the business.

WHICH COMPANIES CAN BENEFIT FROM INTEGRATION?

Any company that serves customers or prospects and already uses a CRM, regardless of size or sector: from small government offices or law firms to banks, contact centres or BPOs.

DO YOU NEED CONTACT CENTRE SOFTWARE THAT INTEGRATES WITH YOUR CRM?

Our customer service software integrates with major CRM software, and we have a dedicated development team that is constantly improving our integrations.

Would you like a free demo or custom development? Call us now on +34 900 670 750 or chat with us on our website.

La entrada CRM vs. contact centre software: Where does one end and the other begin? se publicó primero en Enreach ES.

How To Take Advantage of The Wave of Innovation In Artificial Intelligence?

1) Migrate to the Cloud

Non-cloud companies are using out-dated systems that are not as scalable, secure, or efficient as cloud-based systems, leaving them at a competitive disadvantage. Not moving to the cloud makes it extremely difficult to keep up with the latest trends and technologies and can ultimately lead to a loss of customers and revenue.

As companies that have embarked on this journey can tell you, the real achievement is experiencing a substantial boost in innovation. Accelerating the pace of innovation can only be achieved by replacing legacy technology infrastructure with an optimised and cohesive cloud-native platform, marking an essential first step in driving innovation to its full potential.

2) Restart your Digital Strategy

Digital customer experience (CX) initiatives over the past decade have fallen short of expectations. These have been isolated, disjointed and focused on individual touchpoints rather than the overall customer journey. As a result, customers have experienced a fragmented and frustrating experience.

To achieve a seamless journey, digital CX must be an inherent part of the overall CX strategy and a native part of a single platform. This means that every customer touchpoint (from the website to the mobile app to the call center) has to be integrated and seamless.

AI has made it possible to focus on the optimal conversations of top-performing agents to create smarter self-service that personalises communications, anticipates customer needs, and resolves issues quickly and efficiently.

3) Provide Good Customer Service with AI

It is necessary to create a simple and robust platform that natively brings together all applications, data and AI to create more complete customer journeys.

Only then can you deliver the seamless, optimised experiences your customers demand. Customer service is a highly specialised domain and your AI efforts must be CX-specific and delivered at scale from day one.

This approach benefits the entire company by expanding and applying the knowledge gained throughout the organisation.

4) Take a Disciplined Approach and Timing to Prepare for the Wave

A unified platform allows organisations to add channels as needed, support multiple different channels, and leverage them when adding a new channel in the future.

5) Grow CX at Scale

A good foundation allows organisations to achieve balance. Finding that center of gravity to ride the AI wave requires an overall CX strategy that enables growth at scale, and only a unified platform can serve as a foundational foundation that provides stability, robustness, and a good starting point for Artificial Intelligence CX efforts.

Focusing on your main objectives by asking what is most important to consumers is essential. This way, you can guide your decision-making and ensure you are always moving in the right direction.

That’s what consumers’ want and demand. Of those surveyed, 61% of consumers wanted problems resolved the first time and 31% want to choose which service channels they use, according to ContactBabel’s Exceeding US Customer Expectations Report. This report also found that offering multiple channels means that customers will move between them as they see fit, depending not only on the quality of the channel’s service, but also on what they want to do, their personality and experience, as well as other factors.

To Know if Innovation in Artificial Intelligence Is Being Taken Advantage Of, the Following Questions Must Be Asked:

• Can agents interact with customers on the channel of their choice?
• Are you protecting your customer base and gaining new customers by meeting them wherever they are?
• Do agents have the tools to deliver cross-channel interactions to help satisfy customers and keep them loyal?
• Are you using a solution for each channel?
• Can you effectively manage the rapid increase in customer contacts, both synchronous and asynchronous, due to the influx of digital channels and scale up and down as needed by combining self-service/AI, inbound and outbound voice, and digital channels?
• Do agents use an intuitive interface to manage all interaction channels?
• Do managers have a single interface to manage all channels supported in the contact center?
• Are platform administrators working to unify routing, reporting, and workforce management across channels?

Conclusion

By thinking big picture, an organisation can see the entire AI landscape, including all the interconnected parts. Global thinking is about understanding how different tools are connected and how they interrelate with each other in the long term.

La entrada How To Take Advantage of The Wave of Innovation In Artificial Intelligence? se publicó primero en Enreach ES.

Thus, customers tend to stay with a company for a long time if they get solutions to their problems in the shortest time possible. And this is only possible with trained agents answering the calls.

What Is The Training of Call Center Agents?

Contact center agent training is the process of providing people with the skills, knowledge and competencies necessary to appropriately answer customer questions, provide support and represent the organization they work for.

The training program is designed to equip agents to handle a wide range of customer interactions, from problem resolution to information and product support.

Employees learn about company products, services, and policies during training. They also learn to communicate effectively, which includes active listening, empathy, and clear articulation.

Employees learn about company products, services, and policies during training. They also learn to communicate effectively, which includes active listening, empathy, and clear articulation.

Agents also receive training on how to use call center software and systems, such as customer relationship management (CRM) tools and call logging systems.

Importance of Training Call Center Agents

• Customer satisfaction.
• Brand image and reputation.
• Manage difficult situations.
• Knowledge of products and services.
• Continuous improvement.

10 Training Tips To Improve The Performance Of Call Center Agents

1) Introduce the Team

First of all, call center agents must know who their superiors are and what role they have in the company. Roles such as call center general managers, department heads, and agent supervisors should be introduced to agents. They must inform them about their role and how they can contact them. This way, agents can communicate with the interested person whenever they need to.

2) Use Speech Analysis

Using speech analytics can help improve agent performance in a variety of ways. For example, voice analytics software can analyse every agent call and provide feedback on them. This way, you can identify specific problem calls and recognize trends across all contact center calls. This information helps identify coaching opportunities by using examples of good and bad decisions. Additionally, this data can be used to refine scripts, determine customer sentiment, predict average call handling time, etc., and many other aspects to train agents and improve call center performance.

3) Show Agents How the Company Works

Each agent must have in-depth knowledge about the business, product, and call center operations to better handle customer objections. Additionally, understanding the company’s culture, mission, vision, and core values helps them engage with the customer in a way that aligns with business values. Additionally, understanding customers will help improve the quality of services offered. Therefore, understanding your business and your customers will help retain them, serve them better, and also increase your customer base.

4) Teach Technical Skills through Demonstration

It will be much easier for agents to learn new tools and equipment if some expert demonstrates the same. An experienced employee can show you how the agent tool works or complete a task. An agent can then be asked to repeat the steps to understand what she has learned. Demonstration is a great way to teach new software or procedures that are prone to errors.

5) Have Agents Learn How to Manage Calls

Learning how to handle calls is essential from the perspective of a call center agent. It is not a one-day job, but requires continuous training. Initially, they can practice dealing with customers through role-playing, realistic simulations, and case studies in a training program. They can also listen to recordings of real contact center interactions from top agents to help them understand different types of greetings, hand-off techniques, and appropriate closing techniques. But nothing works better than managing calls in real time to help agents get hands-on experience not offered in role-playing games.

6) Receive Feedback from Agents on Training Sessions

Training sessions are intended to improve agent performance, so isn’t it better that they also have a say in what they learn? Supervisors should receive feedback from agents about training sessions and work on their suggestions. This is essential because agents are the ones who are in direct contact with customers. Additionally, they should be allowed to ask questions or give suggestions during training sessions.

7) Be Guided By the Best

Every new hire should work with a high-performing agent so he can learn from the best. This not only improves the relationship between employees but also encourages new agents to perform at their best. It also helps new agents adjust to call center life and gives them someone to turn to when they have questions.

8) Train Agents

A well-trained agent with the right set of tools can make better, individual decisions. When agents make decisions on their own, this leads to greater customer satisfaction and sometimes ensures a unique call resolution that results in a positive customer experience. In addition to value-driven services, agents should be encouraged to also focus on customer-brand relationships.

9) Receive Feedback from Managers

Managers or team leaders should listen to agents’ calls and give them feedback, both what they are doing wrong on their calls and whether they are doing it right.

10) Understand the Training Needs of Each Agent

Each agent in an organization is different from the other, that is, they have different personal and professional backgrounds, different sets of skills and knowledge. While having diversity is beneficial for a company, at the same time it is necessary to train these agents based on their individual needs. This is how they will acquire the necessary skills required for customer-facing work. It is important to identify the knowledge or learning gaps of each individual and try to adjust training according to needs.

Conclusion

Implementing these call center agent training best practices not only helps ensure contact center quality, but also improves agent performance and customer satisfaction. In this sense, presentations improve the effectiveness of training call center agents by providing visual representations of key concepts and processes. They can also simplify complex information, making it easier for agents to understand and retain important information. Therefore, training call center agents is of utmost importance.

La entrada 10 Training Tips To Improve The Performance Of Call Center Agents se publicó primero en Enreach ES.

In fact, Okta and Statista conducted a study to determine whether or not employees would prefer flexible working arrangements. This movement towards more adaptable working conditions is indicative of a broader trend in the workforce. Employees value the freedom to work when and where it suits them, as it helps them achieve a better work-life balance without sacrificing productivity.

However, there is a huge gap between what employees want and what they actually have in terms of their working conditions. Only 43% of employees are able to work remotely. The 28-point “preference gap” shows how difficult it is for employees and companies to agree on what constitutes remote and hybrid work, according to an Ivanti survey. The benefits of a happy, hard-working workforce are at risk for companies that do not embrace and facilitate flexibility.

Benefits of hybrid working

Hybrid work arrangements offer a number of benefits for both companies and employees. It helps employees save time and money on commuting, improves their health and well-being, and gives them more freedom to manage their personal and professional lives. In fact, Ivanti found that 71% of business leaders believe that allowing employees to work remotely has a positive impact on morale.

Disadvantages of hybrid work

However, there are a number of difficulties associated with the shift to hybrid working. According to Ivanti’s analysis, this alarming trend is particularly problematic among younger workers and knowledge workers. More than a quarter of office workers under the age of 40 are considering leaving their jobs in the next six months, and a third of those who have ‘quietly quit’ have done so. Workload-related burnout and subsequent deterioration in mental health are often cited as the main reasons for this outlook.

How can organisations support hybrid work?

To overcome these difficulties and realise the full potential of hybrid work, organisations need to invest in critical areas to support their employees and create a more inclusive and productive working environment.

For hybrid work to be effective, companies must invest in tools that facilitate communication and coordination between employees, such as Enreach Meetings. It is important to look beyond traditional communication methods and think about process-oriented solutions that allow workers to perform their tasks effectively from anywhere. Distributed teams can benefit greatly from a streamlined service management solution that is deployed across the enterprise.

Potential risks of hybrid working

New security risks have emerged as a result of the increase in remote and hybrid working. Ivanti’s report highlights the importance of having a risk plan in place to mitigate the negative effects of remote working. Organisations should implement enterprise-wide security measures to protect sensitive information and ensure regulatory compliance. By challenging the security status quo and taking a more proactive stance, organisations can protect their assets while giving their employees the freedom to work securely from anywhere in the world.

It is vital that organisations prioritise the health and happiness of their employees to reduce IT burnout as they face the challenges of hybrid working. By streamlining processes and reducing the number of tools required, IT departments can run more smoothly and for longer. To prevent burnout and foster a positive working environment, business leaders must understand the importance of reducing complexity and providing the necessary support to IT staff.

Organisations can close the trust gap between employees and management by actively seeking their opinions and implementing new technologies to improve employee performance. Remote and hybrid workplaces can benefit from the use of dynamic collaboration technologies, automated workflows and AI-powered bots to increase productivity and efficiency. By harnessing these resources and encouraging employee feedback, organisations can foster a more welcoming, enthusiastic and fruitful workplace for everyone.

The future of hybrid work

As we move towards the consolidation of hybrid work, it will be crucial for organisations to embrace these changes in order to create a strong and stable workforce. The full potential of remote and hybrid working models can be realised if organisations prioritise employee wellbeing, invest in technology and develop a culture of collaboration and inclusion.

La entrada The Future Of Hybrid Work: Towards The Potential Of Remote Work se publicó primero en Enreach ES.

In this sense, AI and automation are radically redefining the way organisations interact with their customers, providing superior customer service and setting new standards in the industry. In this way, it is a complete reinvention of how companies meet the needs of their users.

How AI Transforms Customer Experience (CX)

AI has become an essential catalyst for this transformation, enabling organisations to deliver faster, more personalised and efficient experiences. In light of this new landscape, Enreach, one of the fastest growing European providers of converged contact solutions, has published an analysis on the integration of automation and AI-powered tools in customer service environments.

The report, entitled “The arrival of automation and AI in customer service” and prepared by the prestigious industry analyst Blair Pleasant, president of COMMFusion, analyses the current landscape of customer service and describes the challenges to be faced by companies to satisfy customers who are looking for a combination of efficient self-service tools such as chatbots combined with traditional live agent assistance.

Main Conclusions of the Report

1) Conversational AI, Facilitating Intelligent Self-Service

Conversational AI is another important advancement in customer service. Leveraging machine learning and natural language processing (NLP), this technology allows customers to interact naturally and get instant responses through digital channels such as chat, voice and web. Statistics support customer preference for AI-enabled self-service. By the end of 2023, approximately 18-23% of customer service requests are expected to be handled through conversational AI, with growth projected to 24-28% by the end of 2024.

2) Chatbots and Virtual Assistants, Enhancing Self-Service

One of the most notable developments is the proliferation of AI-powered chatbots and virtual assistants. These systems are being adopted by businesses of all sizes and sectors to improve customer experience and reduce the workload of human agents. Voice and chatbots, enabled by AI, play a crucial role in providing uninterrupted service to the clients. From answering basic queries to changing reservations or requesting services, chatbots offer accurate and timely responses, regardless of the time of day or the number of simultaneous interactions. Their ability to work without fatigue and with constant efficiency makes them an invaluable tool for companies.

3) Generative AI, The Next Frontier

Generative AI and large language models, like OpenAI’s ChatGPT, represent the next stage in the evolution of customer service. These technologies can analyse large volumes of content, categorise it based on intent, and turn it into consumable information. They are expected to be applied to various use cases, such as automatically transcribing and summarising calls, creating chatbots for voice or chat channels, and generating personalised responses for emails or messages to customers. However, it is important to highlight that human supervision remains essential to ensure accuracy and consistency in the responses and information provided by generative AI.

4) Find suitable Use Cases for AI

Despite the potential of AI, many organisations are still exploring how to implement it effectively. It is critical to identify use cases that align with business objectives and get started with them to get maximum value. Typical use cases include reservations and appointments, claims management, basic sales and service requests, among others.

“The introduction of Artificial Intelligence is having a profound effect on all aspects of business operations, and the impact is especially significant in the way it is improving customer service delivery,” said Anne Bakker, Director of Enreach AI. “We are thrilled to hire Blair Pleasant to help us educate the market about the tremendous improvements that AI can bring to customer experiences, as well as the operational benefits it brings to businesses of all sizes.” “Blair has been closely studying the use of AI since it entered the market, and her analysis will no doubt be welcomed by businesses that recognise the value of keeping their customer base satisfied and loyal.”

La entrada Up To 23% Of Customer Service Requests Will Be Handled Through Conversational AI By The End Of 2023, According To An Enreach Report se publicó primero en Enreach ES.

There are many factors that slow down agent productivity, such as high call volumes and staff turnover, both of which are very common in the contact center industry. Managers need to be aware of agent performance to ensure a good customer experience (CX). And this is linked to the productivity of the agents.

Tips and Best Practices To Improve Agent Productivity

Metrics are important for identifying operational and performance issues. Therefore, after observing the data, we must act accordingly. Below we point out some tips to improve agent productivity:

1) Offer Autonomy

Agents play a fundamental role in ensuring customer loyalty and satisfaction. As the first contact with a company, agents are the customer’s first impression of an organisation. Agent performance dictates how likely a customer is to promote a brand, among other things.

You don’t want to micromanage agents, especially if their performance is generally good. On the contrary, it is essential to empower agents by offering them autonomy through self-assessment and analysis, specific modules in the contact center and sharing historical data with them. This information helps agents feel more proud of their work and more in control of their results.

Important Contact Center Agent Performance Metrics Are:

• Give positive and constructive feedback.
• Create a culture in the call center where both managers and agents feel empowered to express their opinions.
• Give agents positive comments in public and constructive criticism in private.
• Providing valuable feedback improves the productivity of call center agents.

2) Invest in Agents

It is advisable to use centralised knowledge bases and provide easily accessible resources for agents to study on their own. Online content is increasingly popular and effective for knowledge transfer within contact centers. You must invest in continuous training for agents and reserve time for personalised training. In short, create learning opportunities for your agents to improve.

3) Offer Opportunities for Professional Growth

We know that call center agents have opportunities for lateral changes to different departments, as well as promotion potential. But it is management’s jobs to make sure agents are aware of those opportunities. For this reason, it is necessary to promote new roles such as supervisors and managers for agents. Professional growth opportunities improve call center agent engagement and productivity.

4) Offer Flexible Schedules

The post-pandemic work era has imposed hybrid remote work models. This is especially true in call centers; where between 60% and 80% of agents have switched to a work-from-home model. Teleworking may seem quite flexible, but it is not always. Each agent has specific programming needs. In addition, hiring a remote team is vital to improve the productivity of call center agents.

Conclusion

Call center agents have difficult jobs. With high call volumes, impatient customers, and learning curves with new technologies, it’s sometimes easy for agent productivity to decline. Using metrics to evaluate agent performance and productivity and addressing that data is key.

Technology is a great tool to improve agent productivity, but the human touch is always necessary. Engaging agents, investing in their careers, and offering them autonomy in their daily work will make it easier to achieve optimal results.

La entrada How To Improve The Productivity Of Call Center Agents se publicó primero en Enreach ES.