Teresa Batista, Author at Collab

Cloud Contact Center Vs On-prem Solutions

We know that there are several differences between on-prem solutions and a cloud environment. Each organization must weigh the pros and cons before deciding which one will be the perfect fit. In this article, we show you some key topics to consider when choosing the...

Chatbots: time to enhance your customer service

All, Highlight, What's New

The importance of providing excellent customer service is unquestionable. The pressure companies feel to offer better customer support every day is increasing and customers’ expectations must be met. Using chatbots in customer service has been a widely used tool to...

How social media supports the CX

All, What's New

Today, customer experience provides a holistic experience – both online and offline. Companies are not only realizing the importance and potential of improving their CX, but also the fact that social media supports it. We can define customer experience by the number...

No agent scripts? 5 benefits your Contact Center is missing!

All, What's New

The benefits of adopting agent scripts are multiple! Agent scripting allows agents to process calls efficiently and quickly, with predefined step-by-step questions and answers that can be used to troubleshoot or resolve issues in a structured and optimal way, without...

Dive into the benefits of Gamification!

All, What's New

Mixing game mechanics with work makes boring tasks more interesting, boosting employee’s productivity. The benefits of gamification are multiple, from training methods to meeting the business goals! Are you ready to meet them? 1. Fasters skill training Gamification...