Many companies focus their strategies on the customer experience (CX) to innovate and look for alternatives to expand their’ s profit. Although fundamental to comply with the high expectations of modern customer and continue the business, mainly at a time surrounded by uncertainties brought by the pandemic of coronavirus...

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It is not something new that the coronavirus (COVID-19) pandemic rushed the digital transformation and made the customer much more connected. To survive the business, adapting to the trends of the “new normal”, and focus in strategies focused on customer experience (CX) and on his whole customer’s journey –...

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The global propagation of the COVID-19 (coronavirus) pandemic revolutionized, among other things, the way to consume and do business. To adapt to the “new normal” and the high demand for customer support, companies needed to reinvent themselves through the solutions that guarantee to the customer unique, satisfactory and unforgettable...

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Speech Analytics is a powerful tool that helps centrals of customer service to analyze relevant data that was recorded during the call. Thanks to its high level of precision, as well with the great speed of the client intelligence provided, the Speech Analytics is a fundamental tool for companies...

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It is not something new that for companies to survive an increasingly competitive market and in constant digital transformation it is necessary that they adapt themselves to the new technologies and invest in innovative and intelligent solutions that enable them to offer fast, effective and excellent customer service. In...

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Driven mainly because of the COVID-19 (Coronavirus) pandemic, the contact center sector is surprised every day with innovative technologies and omnichannel and has an objective to make the customer service easier. To be aligned with the latest trends of an increasingly digital market where focus to satisfy the client...

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In a market even more digital and competitive, answering the customer expectations is fundamental to the success of any business. Listening to the client’s feedback allows a better understanding of their needs, in a way to help the attending department to provide an exceptional experience every time that the...

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It is not something new that the global propagation in large scale of the COVID-19 (coronavirus) made many companies, of different sizes and segments, quickly adapt their customer service teams to be aligned with the news consumers habits, and mostly, to survive in front of the “New normal”. Between...

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In front of the coronavirus (COVID-19) global propagation, the “new normal” came to reinforce that interactions in the digital environment are increasingly present in the routine of thousands of individuals. According to the National Union Of Telephone and Mobile Cellphone and Personal Service Companies (SindiTelebrasil), since the beginning of...

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The new General Data Protection Law in Brazil (LGPD) came into force on September 18. With sanctions scheduled to take effect from August 2021, according to the federal government (Serpro.gov.18 set. 2020) portal, companies will have to adapt themselves to the future of call center culture and the new...

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