News & Updates

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...

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...