As we dive into Q2 of 2025, one thing is clear: contact centers that fail to embrace digital transformation risk becoming obsolete. Customer expectations
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The latest ICR Evolution news and thoughts about the contact center world now at your fingertips.
Telemarketing has been a fundamental pillar for commercial strategies for decades, but we cannot deny that times have changed. With the advent of new
In a contact center, managing emotions is as important as technical knowledge and communication skills. In the era of CX, the emotional impact of
The relevance of Average Speed of Answer in strategic management of the contact center The Average Speed of Answer (ASA) has evolved from its
Burnout syndrome in your call center? We all know that day-to-day life in a call center is hectic: calls, interactions with a wide range
“It’s cheaper to retain a customer than to acquire a new one”, that means: it’s not only crucial to attract new customers, but also
If there is something that irritates anyone, it is having to wait for a long time on the phone before being attended by an
Business Process Outsourcing (BPO) plays a crucial role in managing business operations. They are key partners in professionalising areas and tasks that companies strategically
Want to know how to motivate your call center team? We understand work motivation as the ability of a company to keep its employees