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Blog

How call deflection enhances call center customer experience

by Luca Cermelli | September 19, 2017

Striving for optimal customer experience is a constant battle that call centers must undertake and one of the sustainable ways to achieve this is through call deflection.

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Topics: call center, call deflection strategy

How co-browsing can improve call center customer experience

by Gianluca Ferranti | September 13, 2017

Giving the best customer experience in a call center is one of the main goals set by management. Through co-browsing, you are giving your clients optimal experience.

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Topics: co-browsing benefits, call center

The importance of mobile customer engagement in call centers

by Michele Albertini | September 11, 2017

Engaging customers even while they are on their mobile phones is one of the biggest goals for call centers today. Contact centers know that majority of people have mobile phones and access information through these devices. 

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Topics: call center, mobile customer engagement

Reduce average handle time in call center thanks to chat automation

by Luca Cermelli | September 07, 2017

One of the biggest challenges of call centers is maintaining a decent average handle time during its peak hours. The more support requests that come in, the longer customers have to wait to get entertained by a free agent.

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Topics: call center, chat automation

5 tips for improving your call center management

by Luca Cermelli | August 29, 2017

At its heart, managing a call center similar to managing any organization. Benchmarking, saving time, optimizing processes and focusing on your people will be beneficial to improving call center management.

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Topics: call center, call center management

Call deflection strategy: how to reduce call center volume

by Michele Albertini | August 23, 2017

Reducing call center volume should be a priority for contact centers. 

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Topics: call center, call deflection strategy

3 ways to optimize your call center back office system

by Luca Cermelli | August 09, 2017

It’s easy to overlook back office efficiency in call centers since most of the focus is on the frontline operations.

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Topics: call center, call center back office system