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Xmas is coming: is your contact center ready?

11/12/17 18:32 Célia Cerdeira

 Unlike the idyllic, festive, and calm scenario that the idea of Xmas brings into the mind of all of us, for the most part of businesses it is quite the opposite. According to Statista, the holiday season accounts for 20% of the retail Industry´s annual sales, and can account for as much as 30% of an individual retailer´s total sales. Things do get hectic.

Why Digital Transformation Means That Contact Center Solutions Are for Everyone Now

29/11/17 16:05 Carlos Taveira

Every day, start-ups and other innovative businesses are coming up with new business models that highlight how digital transformation is changing sales, marketing and customer service in all industries.

Good Bye Cold Calling, Hello Proactive Calling

13/11/17 11:43 Célia Cerdeira

Which of us doesn’t have a pet hate for those annoying people that call us at the most inappropriate times, such as the middle of dinner, to sell us something that we couldn´t care less about?

Winning Hearts and Minds: Five Ways Behavioral Pairing Improves Contact Center Performance

03/11/17 10:54 Carlos Taveira

Interactions in the contact center are just like interactions in any other setting, on any other occasion, with any other people. They are better when those involved have a good connection. But “good” means different things for different people. Each person has its own circumstance, its personality, its own way of expressing itself and of wanting to be treated.

Are you GDPR Ready? 10 Questions You Should Be Asking

27/10/17 16:39 Carlos Taveira

                                                                                                

The European General Data Protection Regulation (GDPR) takes effect on May 25, 2018, and it aims to create a stronger, harmonized data protection legal framework throughout the European Union, with the aim of giving citizens more control over their personal data, while imposing strict rules on companies who host and process this data.

How can I help you?

13/10/17 18:29 Célia Cerdeira

Are your contact center agents still greeting your customers with this line?

What are customer service leaders doing with chatbots?

27/09/17 11:10 Mário Silva Pereira

The arrival of bots in customer service creates real opportunities for brands, but you should know how to use them intelligently. 

The on-demand Society needs a new Contact Center model

31/08/17 15:10 Eduardo Malpica

The only way through which a Company can come close to our demands in this new society on demand is by trying to anticipate to the customer’s behavior, shaping it and getting the most appropriate tools in order to enhance those sequences of interactions or “golden moments”. This is what we call Customer Journey.

The 4 Essential Routing Strategies in The Contact Center

01/08/17 11:24 Célia Cerdeira

Are you undecided about the routing strategy that you should use to meet the current needs of your business?

Should Your Contact Center Agents Have All the Answers?

17/07/17 11:40 Célia Cerdeira

According to an American Express survey, 99% of consumers surveyed say that getting a satisfactory answer or being connected to someone knowledgeable (98%) are the most important prerequisites to a great customer experience.

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