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Soft Skills in Call Centers: Which to Develop and How

In the world of call centers, the difference between a mediocre agent and a successful one isn’t measured only by KPIs or the number of calls handled. More often, it comes down to soft skills. But what exactly are soft skills? And why are they so important for...

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Cloud vs. On-Premise Call Centers: Pros and Cons

In recent years, the call center industry has undergone a profound digital transformation. Companies, whether small or large, now face a strategic crossroads: is it better to choose a cloud-based solution or opt for an on-premise infrastructure? There’s no...

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CRM and Call Center: How to Integrate Them to Boost Sales

Integrating a CRM with the software used to manage a call center is no longer optional—it’s a strategic necessity for those running high-performance inbound and outbound operations. In today’s competitive landscape, where customer experience makes...

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Speech Analytics: How It Can Improve Your Call Center

In today’s modern contact centers, speech analytics has become a key tool to optimize performance, boost customer satisfaction, and enhance agent training. But what exactly is speech analytics, and why should you integrate it into your call...

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How to Boost Call Center Productivity with Gamification

In the world of call centers, finding effective ways to keep agent motivation high and improve performance has become a top priority. Traditional incentive techniques, such as monetary rewards or bonuses, are no longer enough. Teams need continuous stimulation,...

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