To continue doing business during the coronavirus (COVID-19) pandemic, companies saw themselves obligated to adapt their way of relating with clients. Besides the constant optimizations and the anticipation of digital transformation processes at organizations of many different sizes, highlighted the ones which the strategies focus on the customer experience...

It is not surprising that, in 2020, the digitalization of ways of payments was quite expressive due to the quarantine of the coronavirus (COVID-19). Data from the Brazilian Association of Credit Card Companies and Services (Abecs) related that, only last year, the payments through digital environments reached R$ 1.38...

It is not something new that the year of 2020 was marked by transformations caused by the coronavirus (COVID-19) global outbreak. To continue business and adapt themselves to the new consumption habits, companies migrated to digital and saw themselves obligated to optimize their customer service areas. However, despite adaptations...

It is not something new that digital transformation revolutionized the way companies relate themselves with their clients. Every day, new communication channels emerge, forcing companies to extend their respective digital presence to expand the reach of customer service, differentiate themselves from the competition and satisfy the needs of increasingly...

The general data protection law (GDPR) change the way of companies handle sensitive internal and customer data, directly impacting those who deal directly with the customers, like call centers and contact centers. Effective since September 2020, the new law is about an extension adapted to the Brazilian reality of...

In an area increasingly focused on the omnichannel consumer service (customer experience or CX), offering a quality service is fundamental and can yield a series of benefits to companies, like loyalty and building relationships. To improve this service, however, it is necessary to invest in strategics and functionals solutions,...

Call Center Magazine interviewed Antimo Gentile Filho, CEO of DNK infotelecom, to share his perception of how the company sees the customer service sector this year and how he adapted to the Coronavirus (COVID-19) pandemic. DNK Infotelecom was founded in November 2007 and operates in the development and supply...

To continue business during the coronavirus (COVID-19) pandemic, many companies have anticipated their digital transformation processes, betting on the remote working model (home office or teleworking). It is known that, only in the beginning of the pandemic, in March of 2020, 43% of Brazilians companies migrated to the home...

It is not something new that the price is a decisive factor when making a purchase. However, besides this item, quality and a good customer service are essential to the Brazilians customers. The data is from a survey made by Hibou, in October 2020, with more than 2600 people....

The Workforce Management (WFM) is about one tool that possibly dimension and manage with maximum efficiency the contact centers operators and others industries. The solution has been increased fast at the market and provides a series of benefits, like satisfaction monitoring and agents perform. Research by Right Management reveals...