News & Updates

Call center and contact center: differences, channels and software — practical guide Call center and contact center: the two terms are often used interchangeably, but they describe different operational models, with different infrastructure, different metrics and —...

Telecom call center: how to manage queues, tickets and complaints in a structured way The telecommunications sector has one of the highest volumes of inbound calls per million customers of any industry. Connectivity issues, erroneous deactivations, disputed charges,...

Insurance call center: 7 processes to simplify for better performance The insurance sector is one where the call center plays a central operational role that goes well beyond simple telephone assistance. Contract renewals, claims opening and management, personalised...

Energy call center: how to manage complaints, contracts and sales in a structured way The energy sector is one where the call center works on multiple fronts simultaneously: it sells contracts outbound, handles complaints inbound, manages supply transfer and...

Healthcare call center: 7 operational requirements the software must handle A healthcare call center is not like any other call center. The people calling aren't looking for a quote or resolving a commercial issue: they're looking for an appointment, an update on a...

Customer service agent cost: 5 items to calculate for the real number When a manager asks how much a customer service agent costs, the most common answer is: "About €1,800 a month." That answer is wrong. Not because the number is made up — but because it's incomplete....