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Sentiment Analysis: does a bot know how you feel?
Humans can easily interpret emotions and feelings. Social and emotional intelligence are automatic...
Celebrating Collab’s journey with Vodafone at the Arch Summit
Collab has been on a long journey with Vodafone, since the early days. Vodafone Portugal became...
Understanding the top benefits of IVR
Interactive Voice Response (IVR) is an automated system created to help customers who dial in. The...
Arch Summit 2022: Collab amongst top tech players!
As previously announced, Collab will be present at the Arch Summit 2022, in Luxembourg. The event...
Preparing for disaster recovery from scratch!
A DR plan is something that cannot be implemented overnight. A typical DR project can take...
Arch Summit is back: meet Collab at this flagship tech event!
Collab will be participating in the Arch Summit, on the 26th and 27th of October. The tech event...
How Collab uses and adapts Microsoft Azure technology to overcome the challenges of a disaster
We have previously talked about catastrophes and disaster recovery (DR) and what it takes to...
AI can reduce business costs: myth or reality?
You are probably unsure whether artificial intelligence (AI) fits your business or not. And you...
Top Gamification tips to take your employees’ satisfaction to a new level!
Managing agents’ motivation is challenging and not easy! For this reason, it is essential to...
When should a DR Plan be activated?
A Disaster Recovery Plan (DRP) is one of those important things a company must have but hopes to...
Is your IT team ready for disaster recovery?
Disasters, whether natural disasters or system failures, always come without warning, and can...
CRM integration and top 4 reasons it is a must-have!
While contact center solutions help with the calling campaigns, the CRM system is used to provide...
Your guide to improving the top 5 Call Centers’ KPIs
Most supervisors and managers keep track of so many KPIs that it ends up being overwhelming. It is...
Chatbots: time to enhance your customer service
The importance of providing excellent customer service is unquestionable. The pressure companies...
No agent scripts? 5 benefits your Contact Center is missing!
The benefits of adopting agent scripts are multiple! Agent scripting allows agents to process...
Dive into the benefits of Gamification!
Mixing game mechanics with work makes boring tasks more interesting, boosting employee’s...
What are Managed Services for Contact Centers?
A Managed Service refers to a strategic partnership, where the MSP (Managed Service Provider)...
Top 4 reasons to consider an omnichannel strategy
Modern customers expect the ability to contact you through their preferred channel, when...
What exactly is a cloud contact center?
A Cloud Contact Center is an internet-based suite of tools and services for contact centers, that...
The top 4 positive impacts of AI in Contact Centers
Modern contact centers rely on Artificial Intelligence, or AI, for a better customer experience....
Keep the consistency of your service with Agent scripting
A script guides the agent through an inbound or outbound call. The agent receives the right...
Turning Work into a Game
A gamification experience is described by bringing game dynamics into the workplace, making...
Greener contact centers with cloud computing
Sustainability has already become a central topic for businesses across the world. Cloud computing...
Top 3 reasons to consider managed services for your Contact Center
Managed services is an umbrella term for an outsourcing arrangement with a technology partner. It...