omnichannel customer journey

Omnichannel and innovation are now the fundamental pillars on which to build the call centers of the future: an interconnected ecosystem where the customer can move freely between different communication channels, maintaining continuity of conversation and…

In this article, we will explore the concept of customer experience management, analyzing the benefits of implementing dedicated CX software and find out how XCALLY is revolutionizing this industry with innovative, cutting-edge solutions. Whether you run…

What do we mean when we talk about CX or customer experience? In an area like customer service, what does it imply to have or not have a good CX? Is it true that companies that…

It used to be referred to as customer service, call centers, switchboards. Today, it is no longer just about responding to inquiries or solving critical issues: a high-quality customer service can make the difference between a…

The Business Continuity Plan (BCP) is a fundamental pillar for any company aiming to ensure operational continuity in emergency or crisis situations. It is not easy to predict a critical situation, but it is possible to…

Statistically, at least 60 percent of customer service customers believe that a one-minute wait when calling a company is an unacceptable time. This is because end-user expectations have been evolving and, as of today, speed of…