17 August 2018

Call Recording

Document your recording What is documenting a recording? Documenting a recording means manually or automatically adding information during or after the conversation. A documented recording optimizes […]
17 August 2018

Angry customers

Listening, Apologies and Empathy – The recipe to deal with angry customers You may be selling the best products and you may have excellent employees, but […]
17 August 2018

Customer Satisfaction

The satisfaction of today is the loyalty and profitability of tomorrow. In a competitive marketplace where businesses must become more customer-oriented, customer satisfaction is seen as […]
17 August 2018

Agent Retention

One of the most challenging aspects of running a contact center is keeping its agents. Indeed, customer contact centers are work places where there is generally […]
17 August 2018

Performance Management

Performance management of agents is an essential process for any organization that aims to be a market leader. In a contact center environment, performance management has […]
17 August 2018

Compliance certification

Never in history has there been such strict legislation pertaining to the control of call centre operation. Organizations are in a position now where they do […]
17 August 2018

Compliance Management

Compliance Management Solution The majority of interactions and actions in contacts centers begin with a conversation. This is the reason why it is essential to have […]
17 August 2018

Customer Loyalty

Any organization must one day face the loss of customers. In these economically volatile days, with unprecedented competition on one hand and the arrival of new […]