CSM Magazine
JULY 28, 2015
Until 2015, Business Process Outsourcing (BPO) was based on a simple math formula: outsourcing non-core services (including customer call centers) to more cost-efficient partners and markets to reduce spend. In 2015, BPO needs to move beyond managing call center bodies. This is no easy task.
Dialer 360
DECEMBER 14, 2018
The call center is becoming complete the paradox. The problem is technology advanced as much as instant pace than the call center can adapt to at least for now. The problem is technology advanced as much as instant pace than the call center can adapt to at least for now. Better Call Center Analytics.
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Xaqt
FEBRUARY 6, 2020
In it, we paint the picture of a utopian contact center in which systems are fully integrated and intelligently automated. At the time, Latigent was the leading Business Intelligence provider for call centers, and we were focused on leveraging emerging technology to move that value proposition forward. The problem?
Talkdesk
JANUARY 16, 2018
The thousands-upon-thousands of conversations that pour into call centers worldwide every day contain priceless information. Customer service reps and call center agents hold the key to determining the quality of the caller experience — for better or worse. Everybody knows that. What do they like, want, need or hate?
Talkdesk
JANUARY 16, 2018
The thousands-upon-thousands of conversations that pour into call centers worldwide every day contain priceless information. Customer service reps and call center agents hold the key to determining the quality of the caller experience — for better or worse. Everybody knows that. What do they like, want, need or hate?
DMG Consulting
DECEMBER 10, 2018
It’s undeniable that contact center platform vendors are having a highly positive disruptive impact on the pace of innovation in the CBCCI sector. The “platform as a service” paradigm, which essentially leverages application programming interfaces (APIs) to build out functional capabilities, makes it easier to build your own solution (BYOS).
Quadient
JULY 21, 2022
Supressão de impressão, redução de volume de call center, capacitação de usuários corporativos e gerenciamento de mudanças são exemplos dessas estratégias de redução de custos. Os líderes digitais coletam dados e obtêm informações valiosas com a ajuda de modelos de dados padrão, Inteligência Artificial (IA) e análise de big data.
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