Dangers of not Having Call Recording in Utilities: Danger # 5 – Poor Liability Management
Over the course of the last five posts (The 5 Dangers of Not Having Call Recording, Event…
Read moreDangers of not Having Call Recording in Utilities: Danger #4 – Misunderstanding the Customer Voice
Contact centers are continually tasked with goals, key performance indicators, and regulations. Management often uses grading and scoring of agent interactions with customers to guide best practices and standards.…
Read moreDangers of not Having Call Recording in Utilities: Danger #3 – Unproductive Agents
Customer service agents in public utility companies are a crucial part of customer service experience. Agents’ ability to communicate and resolve customer issues…
Read moreDangers of not Having Call Recording in Utilities: Danger # 2 – Unhappy Customers
Contact Center agents in public utility facilities engage in diverse and multi-faceted responsibilities. Agents communicate…
Read moreDangers of Not Having Call Recording in Utilities: Danger #1 – Event Management and Safety Tracking
Events happen. Whether inclement weather, sudden surges caused by widespread use of AC during…
Read moreFive Dangers of Not Having Call Recording in Public Utilities
As Utilities make strides in improving their operations and the customer experience, the need for tracking and recording…
Read moreYes! A cloud contact center is the right move to your business
Cloud technology solutions are one of the major trends in almost all industries. They provide multiple benefits and…
Read more3 Ways A Cloud Contact Center Can Help Your Company Grow
This article was originally published in Due. Author: Miguel Noronha. A cloud contact center is…
Read moreAI and chatbots: an illusion, evil, or a revolution?
“Silicon Valey and social media are the biggest criminals!” This is my translation of the title of…
Read moreContact Engagement Centers make more sense
This article was originally published in Destination CRM. Author: Miguel Noronha. Consumers are all too…
Read moreMajor Outsourcer in Saudi Arabia Maximizes Contact Centre Efficiency with Altitude Software
Jeddah-based Frontliners Deploys Altitude Xperience for Sales, Marketing and Customer Care Operations Jeddah, Kingdom of…
Read moreWhy should contact centers integrate WhatsApp as a customer contact channel?
1.5 billion users in 180 countries makes WhatsApp the most-popular messaging app in the world!!…
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