How To Use WhatsApp To Promote Customer Engagement

Interview with Eduardo Malpica – Chief Knowledge Officer at Altitude Software In the globalized and interconnected world in which we are living, a vast.

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 Management, Unhappy Customers, Unproductive Agents, Misunderstanding the Customer Voice) we have discussed.

Dangers 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. Sometimes the chosen KPIs for agents focus on rigid quantitative parameters, and they discount the customer’s needs.

Dangers 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 is a core function of their job, and maintaining agent.

Dangers 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 not only with external customers and associates but also.

Dangers 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 a heat wave, or routine maintenance servicing gone wrong,.

Five 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 all interactions is increasing.  Keeping track of communications in utilities contact or.

Yes! 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 simplify digital transformation processes. They have become essential in the Contact.

3 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 the meeting place between customers and your company. This.

AI 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 an opinion article that I read from El Pais very recently. Being.

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