Acronym of “Internet of Things“, the IoT designates a system where the physical objects, identified in a direct and standardized digital way (via protocols SMTP, HTTP, an IP address etc …), are connected to Internet thanks to a system of RFID, Wi-Fi or Bluetooth wireless communication. The essential components of […]
On February 16, 2018, President Trump signed a law imposing new requirements on multi-line telephone system (MLTS) called the Kari’s Law. This law requires all MLTS systems to have a default configuration that allows users to dial 9-1-1 directly, without the need to add additional digits or prefixes, from any […]
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 its research, gives you more information about its content, gives it more value and therefore makes it easier to integrate in your business processes. […]
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 your most important asset is undoubtedly your customers. No customers, no business. Call center agents bear a heavy responsibility being on the front line. […]
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 a key element of differentiation and has increasingly become an essential aspect of any corporate strategy. Easy to define, the satisfaction of a client […]
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 a high staff turnover. But why do agents quit so often? Recent industry studies on the subject reveal that inconvenient work hours, repetitive tasks, […]
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 two principal functions : Call evaluation Coaching / Mentoring agents Call Evaluation This function requires the preparation of evaluation matrices adapted to the organization`s […]
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 not have any choice but to record all of their communications in order to conform. Here two certifications that have significant impacts for call […]
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 access to these conversations at all times and ensure the highest level of Information security management. Call recording and screen capture are the basis of any initiative for […]
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 players in a market in slowdown, customer loyalty is a goal that can be quite difficult to achieve. Although, seeing its value is easy. […]
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