customer care

Workforce management and customer experience: the importance of strategic human resources management for service excellence

September 5

Within an increasingly competitive world, customer service excellence has become a key differentiating element. At the heart of high-quality customer service is a well-managed and motivated human resources team. This is where the workforce management. Why […]

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Predictive models: what is predictive machine learning and how it can improve your business

September 1

Predictive models based on machine learning are becoming essential tools for companies of all sizes, in order to meet the demands of an increasingly competitive market. These models can help companies predict future customer behavior, improve […]

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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 […]

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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 […]

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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. […]

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Sentiment analysis by voice recording: how to understand what your customers are thinking

July 28

Today more than ever, customer experience is a key factor in a company's success. Thoroughly understanding your customers' needs and their level of satisfaction is key to building their loyalty and growing business. But how to […]

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