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The 5 major trends in contact centre technology in 2022

March 7, 2022 No Comments

Since the beginning of the covid 19 pandemic, contact centres have experienced strong trends toward a teleworking model (long term 50% of all agents would be working

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WhatsApp for Business is moving towards “conversation-based pricing”

December 30, 2021 No Comments

This is news that went unnoticed but it’s finally official: On February 1, 2022, WhatsApp changes its billing method from a billing based on sending

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VoIP – Cybersecurity risks & Best Practices in 2021

December 2, 2021 No Comments

Voice over Internet Protocol (VoIP) has been at the center of every single interaction since its inception into the world of contact centers. VoIP transmits data from

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5 key practices to improve your customer service in 2021

October 22, 2021 No Comments

Over the past 2 years, with the corona virus pandemic, most businesses have changed their approach for the sake of survival. One of the first

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On Premise versus Cloud Based – What factors should we take into consideration before choosing a solution?

October 1, 2021 No Comments

There are important factors to take into consideration when considering on-premise vs cloud based call center solutions. Here is what you need to know

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Customer Relationship Management Softwares ( CRM ) versus Human Interaction – A pure investment paradox

September 15, 2021 No Comments

It is undeniable that CRM softwares today form an integral part in the contact center DNA. It has definitely re-engineered the way business is done

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Calling strategies: 6 tips to get it right

June 16, 2021 No Comments

Available market tools allow contact centers to roll out their call strategy with varying degrees of efficiency. But which is the best? Is it the

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Customer database segmentation: a priority for any contact centers

June 2, 2021 No Comments

Have you ever contacted a list of people who do not pick up despite several attempts?  How can you avoid this? To cope with the

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Improve your customer experience : 5 tips

April 27, 2021 No Comments

The customer experience is subject to constant change. Indeed, increasingly connected consumers have adopted new ways of communication. Companies must adapt to these changes. Here

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The top 8 features that all contact centers must have

March 29, 2021 No Comments

Which contact center software should I choose? What features are mandatory for a contact center? What are they for? You’re probably asking yourself all these

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