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Rafael Escaño

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Rafael Escaño

Rafael Escaño

Rafael Escaño, Professional Services Manager Americas, Presence Technology
Rafael writes entries in both English and Spanish blogs
twitter.com/rafa_callcenter

We’ve all been hearing s so much about how contact centers need to migrate to a web interface. Ok- Let’s step back. Doesn’t matter if your solution is hosted or on premise, yes agents can now just open a browser and connect to almost any platform.

WebRTC, Revolutionizing Contact Centers

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 Actually the question should be: Do I have Big Data technology in my Call Center and I don’t know it? You don’t need to be an expert to answer this question. All companies are struggling to manage large amounts of information, more efficiently and effectively, especially the huge amounts of data that a Call Center handles.

Do I really need Big Data in my Call Center?
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Lo cierto es que la pregunta debería ser: ¿tengo ya tecnología Big Data en mi Call Center y lo desconozco? Para responder a esta pregunta no hace falta ser un experto, y es que todas las compañías de software se afanan hoy en día en poder gestionar, de una manera más eficiente, la ingente cantidad de datos que un Call Center maneja.

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I recently had the opportunity to attend a presentation about customer experience by Santiago Solanas, CEO, Sage Spain, where he explained his collaboration in the book “The Customer Experience”. The timing of his speech happened to coincide with a series of webinars about project management and customer satisfaction, where I was the speaker. From these events an idea arose that, although the methodologies of project plans can be quite complex, there is one proven success factor: project management must be a positive experience for customers.

Customer Experience and Project Management

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Hace poco tuve la oportunidad de asistir a una charla sobre la experiencia del cliente por parte de Santiago Solanas (@santiagosolanas), CEO de Sage en España, sobre su colaboración en el libro The Customer Experience. Dio la casualidad de que coincidió con una serie de webminars en los cuales participé como ponente sobre la satisfacción del cliente en la gestión de proyectos.

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