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Blog posts tagged in Call Center Solutions

Posted by on in The @PresenceTech Blog
Contact Center trends
It is a fact that we are moving from personalized relationships to impersonal ones. Technology has allowed us to interact with more people in a more impersonal manner. E-mails, SMS, chat allows us to communicate with anybody and any company anytime and anywhere. This is not only true in business environments but also in our personal life, younger generations communicate through instant messages platforms or social media, and we see more and more people connected to their smart phones distant from the real things happening around them.

This new way of communication has allowed us to be more agile, solve things sooner and be more productive. In fact we have seen that Communication trends, specifically within the Contact Center, have been given more and more weight to these channels as the preferred communication methods of customers with companies.
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Contact Center IVR
Companies are shifting from a more Enterprise Centric strategy towards a Customer Centric one.  We are experiencing the age of the customer. Customers decide when and how they want to approach a company and of course how they want to purchase. They are realizing that a good customer experience has proven to be a key differentiator among competitors, and this is achieved not only with properly trained agents but also with better tools that improve First Contact Resolution (FCR), multichannel attention and unified information within the Contact Center.
 
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En muchas ocasiones, las empresas que tienen implementados servicios de Contact Center no siguen unos criterios uniformes de protección de sus activos más valiosos, la información.

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