We explain in detail the trends that will impact customer service in 2020. We identify the main weaknesses that will affect the sector, but most importantly we show you specific solutions to solve the…
Technology, over the years, has become a commodity. The key is the implementation of the most appropriate one for each business, and the alignment of it to the strategy and processes of each company. …
The digital transformation has brought new ways of relating between users and companies, thanks to the appearance of new channels. However, 85% of companies are aware that as customers become more inf…
Although only 44% of companies have adapted to the digital transformation, the interactions between companies and customers have long evolved. Information that used to be exchanged on a call or in an …
According to Gartner Group, today nearly 89% of companies are competing based on the level of customer experience they offer. This experience has become one of the critical differentiating factors of …
80% of contact center managers find the seamless consolidation of management systems a challenge. Moreover, a solution that is easy to use, not complex to implement and provides improvements such as i…
Delivering an efficient customer experience requires dimensioning, forecasting and resource allocation in real-time. To know who is available and what their skills are. Achieving the right balance bet…
The efficient management and planning of the personnel achieves the loyalty of the workers with the company. The integration of Workforce Management in the contact center allows the identification of …
The Workforce Management for the Contact Center is a solution from Enghouse Interactive and U-WFM and gives you a complete and in real time vision of the resources available. Achieving a complete bala…
In the era of digital transformation and customer experience it is said that a company's success is based on customer satisfaction. However, this is not an easy task due to the high. Due to their expe…
With the digital transformation and the appearance of new communication channels, the contact center has ceased to be a watertight department. Becoming the heart of all omnichannel communications with…
The lack of optimization of the contact center's BPO processes derives from the lack of optimization in the implementation and configuration of the technology. Moreover, it is frequent that this confi…