Noticias de la Industria

Two years ago, ENT and Allergy Associates, LLP (ENTA) created a Patient Rapid Response Center to quickly answer and respond to patient inquiries. Find out how they were able to significantly decrease...Read more

Empower your organization with the feature-rich functionality and scalability of cloud. Discover how to mobilize your workforce, thereby producing a seamless customer and patient experience, by...Read more

Preferences for customer service channels are layered, and changing across all ages and demographics. Forrester Research analysts take a look at multi-channel customer use, and identify major gaps in...Read more

Next time you have a team meeting ask everyone in advance to think about their worst experiences of dealing with other companies. Then at the meeting allocate some time at the end to hear all the...Read more

Sounds difficult doesn’t it! We get many requests for tips on motivating when funds do not exist, so here are some suggestions for you. To start with, get a team of 5/6 of your best staff together...Read more

You might think this is crazy – there is no way your center is like a production line in a factory. Yet, when you look at how a production line functions – work gets passed down a line and the...Read more

We are officially a nation of complainers: 2016 Consumer Action Monitor (CAM) Survey Findings According to Thomas Rødseth, VP of Product and Marketing at Intelecom, contact centres cannot stem the...Read more

Communication within a contact centre is difficult to get right. It shouldn’t be too much or key messages are going to get ‘lost’ in the noise. It also shouldn’t be too little – staff need...Read more

In this series we will look at some of the common mistakes made by contact centre managers, as seen by our work in the Australian contact centre industry. Read more

Consumers are increasingly using multiple channels to contact brands, and expectations for a response time are soaring, especially when it comes to social media, with 47% expecting a response within...Read more

More and more UK contact centres are turning to homeworking as they discover the huge financial and productivity benefits it can deliver according to a new survey from the UK Contact Centre Forum. Read more

NewVoiceMedia has found that while self-help options continue to advance, 68 percent of U.S. citizens would still prefer a live agent to handle their customer service queries. Read more

The long-standing divide in internet use between U.S. Hispanics and whites is now at its narrowest point since 2009, as immigrant and Spanish-dominant Latinos make big strides in going online. Read more

Hispanics have become more upbeat about their personal finances and their financial future since the Great Recession, with 81% saying that they expect their family's financial situation to improve in...Read more

Nearly six-in-ten U.S. Hispanics are Millennials or younger, making them the youngest major racial or ethnic group in the United States. In 2014, the median age of Hispanics was just 28 years. Read more