Turning Work into a Game

Turning Work into a Game

A gamification experience is described by bringing game dynamics into the workplace, making employees’ work funnier. In a contact center, agents see their work become more exciting by playing a variety of games that may take into consideration several indicators, such...
Greener contact centers with cloud computing

Greener contact centers with cloud computing

Sustainability has already become a central topic for businesses across the world. Cloud computing is allowing contact centers to go greener, and this is the time we should leverage the benefits of today’s technology in order to improve sustainability and reduce our...
Why choose skills-based routing

Why choose skills-based routing

Skills-based routing aims to make customer service more efficient and assertive, bringing the right person at the right time to answer your customer’s needs. Looking at a basic call routing procedure, omnichannel routing (contacts distribution process) works just like...
Top 3 reasons why customer service matters

Top 3 reasons why customer service matters

Far are the days a company only focused on making a sale without thinking about the whole customer experience. Customer service is about caring and making sure the customer is satisfied, not only with their purchase, but also with the way they feel throughout the...