News

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

December 30, 2021

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 template messages to conversation-based billing. What is it actually? we have summarized the main changes here:   1) There will be no more [...]

VoIP – Cybersecurity risks & Best Practices in 2021

December 2, 2021

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 one point to another by using packet switching. In short, the human voice is broken into smaller parchment to travel faster via [...]

5 key practices to improve your customer service in 2021

October 22, 2021

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 steps towards survival for any business, is how well they treat their customers. Customer service is a major aspect of any business as it defines the [...]

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

October 1, 2021

Let’s go back in time and see how the on-premise call center solutions were implemented back in the day. To be able operate a call center back in the day, owners had a lot of costs and factors to take into consideration before getting into the outsourcing business. The operating office needed to [...]

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

September 15, 2021

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 on a worldwide level. Today CRMs have taken over most of the function in the front office; from marketing, sales and even the service functions. It [...]

Calling strategies: 6 tips to get it right

June 16, 2021

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 responsibility of the tool or the human if a call campaign is poorly executed? The legislation imposes more and more restrictions related to call [...]

Customer database segmentation: a priority for any contact centers

June 2, 2021

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 number of call attempts (we advise a maximum of 10). And to optimize the exploitation of its database, it is essential to proceed a socio-demographic segmentation. But [...]

Improve your customer experience : 5 tips

April 27, 2021

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 are 5 tips to improve your customer experience: Hyper-personalisation Consumers today expect hyper-personalized [...]

The top 8 features that all contact centers must have

March 29, 2021

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 questions... But don't worry! In this article, we have put together the top 8  features that all contact centers must have. IVR An [...]

AI for customer experience

March 19, 2021

It's no secret that customer experience has become the top priority for companies. And to stay competitive, they need to harness the potential of artificial intelligence. Indeed, AI can help you improve customer satisfaction. According to Salesforce, 80% of customer relationship managers consider [...]

Customer service: 5 trends to adopt in 2021

March 17, 2021

Customer service plays a major role in resolving customer problems. But that's not all! Indeed, your customer service is now the main lever that will convince your customer to stay loyal to your company. But how to do it? Here are 5 trends to adopt in 2021 for excellent customer service: [...]

How to engage customers on social networks

March 2, 2021

According to Hootsuite, 53.6% of the world's population is active on social networks. It has therefore become inevitable for a company not to be present on social networks. Indeed, customers are increasingly interacting with companies via social networks. But how to engage customers on social [...]

How to build a customer database

February 1, 2021

Today, knowing your customers well is becoming a necessity! This is why it is important to have a good customer and prospect database. Indeed, it contributes to develop customer loyalty. Moreover, the better you know about your prospects, the better you can meet their needs. You will thus convert [...]

Optimize you live chat

January 25, 2021

The omnichannel approach greatly facilitates contact with customers. However, against all expectations, we have very few channels that present the opportunity to use live chat to ensure quality customer service and thus increase sales. Live chat, live chat for our English speaking friends, is a [...]

How to optimize your chatbot

January 14, 2021

A chatbot, or conversational agent, is a web tool that automates responses to visitor requests without human intervention. Nowadays, customers expect a constant presence and a high quality of response from the company. It has therefore become essential to put an efficient chatbot in place. [...]

5 ways to build customer loyalty

January 4, 2021

It is always beneficial for a company to build customer loyalty. Indeed, the more senior a customer, the greater its turnover will be. In other words, a loyal customer spends more than an occasional customer. Moreover, competition is so fierce that it is required to establish a great loyalty [...]

IVR: The main advantages

December 28, 2020

An Interactive Voice Response (IVR) is a telephony technology that will interact with your customers during a call to put them in touch with the right person as quickly as possible. Thus, IVR allows you to answer 100% of calls while automating some or all of them. It is important to have [...]

Omnichannel strategy: how does it work?

December 7, 2020

The digitalization of companies is an unavoidable and constantly evolving subject. The behavior of your consumers is constantly changing and your interaction channels are multiplying. Indeed, according to Deloitte, 60% of customers go through at least 2 points of contact. They therefore expect a [...]