Smart scheduling and flexibility: workforce management in the contact centers of the future
September 18
The workforce managementis a key component to better manage a contact center's human resources and optimize the customer experience. But how will this area evolve in the future? Two key words will be: intelligent scheduling and […]
Contact center security: how XCALLY protects your data from cyber attacks
August 29
Security is a crucial issue for any business, especially when handling large volumes of sensitive data. Modern contact centers collect an increasing amount of valuable information through channels such as calls, chats, emails and social media. […]
The importance of user experience personalization in the AI era
August 22
Customer experience (or user experience) has become an increasingly important aspect for companies, especially in call centers, where operators must provide quick and effective service to customers. However, with the advent of theArtificial Intelligence (AI), contact […]
Chatbots vs. human operators: how to strike the right balance to deliver quality customer service
August 16
I chatbots, or chat assistants, are software programs designed to simulate human conversations through texts or conversations. In recent years, chatbots have become increasingly popular in customer service, as they allow 24/7 responses to users to […]
Contact center optimization: strategies and tips to increase customer satisfaction
August 9
The contact center is the main point of contact between a company and its customers. A well-organized and optimized contact center is critical to delivering anexcellent customer experience, building customer loyalty, and protecting the company's brand. […]
How to choose the right outbound dialer for your contact center: features to consider
July 25
Nowadays, the outbound dialer is an essential tool for any contact center that wants to improve its sales and customer service performance. An outbound dialer makes it possible to automate the outbound calling process., significantly increasing […]
