News & Updates

Multilingual call center: how to manage it with a single piece of software A call center serving customers across multiple countries, or even just multiple languages within the same market, faces a problem a monolingual call center doesn't have: routing a call to the...

Inbound and outbound call center: how to unify them in a single flow Many call centers still organize two separate teams: one dedicated to incoming calls, the other to outbound campaigns. The result, almost always, is the same: during peak hours inbound struggles...

Contact Center as a Service (CCaaS): what it is, how it works and when it truly pays off CCaaS — Contact Center as a Service — is one of the most cited terms in the customer service sector in recent years. As often happens with technology acronyms, it is mentioned...

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...