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The history of call qualification – a perspective
Someone was asking me about the techniques that in time have been used to qualify contact center calls – to understand what the caller...
My take on Omnichannel digital transformation
Every contact center offer is Omnichannel these days. Companies operating in the space of contact center software – like everyone else –...
Better customer experience in Telecom – an effective solution
In recent years, the value of customer experience for businesses has gained substantial attention. The concern with user satisfaction,...
Everything You Always Wanted to Know About Voicebots* (*But Were Afraid to Ask)
Voice is undoubtedly the most used communication channel – among people, but not only. Voice is increasingly being used to interact with...
Giving chatbots the gift of voice
A battle of the botsChatbots are everywhere. According to Gartner, at the moment of writing between 1500 and 2000 companies worldwide have...
How to apply customer service KPIs
Customer service KPIs (key performance indicators) are the parameters and metrics used to evaluate the performance of this service in...
Customer service technology: what changes with the coronavirus pandemic?
The past few weeks have been marked by a profound transformation in society. The coronavirus pandemic has forced huge changes in habits...