Patience and listening skills are key to being a good agent.

Patience and listening skills: key skills for being a good agent. For some time now, we've been publishing information related to the role of a Call Center agent, as well as information on improving performance and, of course, tips to position them as a reference point on their team. All of these […]

How to integrate social media into your contact center?

How to integrate social media into a contact center? Telephone, fax, email, instant messaging, and other channels are used to provide service in a contact center. Aren't digital platforms channels? To clarify, social media has become the most widely used means of communication, especially among young people. This […]

Triple productivity in a Call Center

A Triple Productivity Boost for Your Call Center: Establishing new business opportunities, providing information about new products or services, and offering technical advice are some of the functions performed in a Call Center, so it's important to strengthen each of the company's areas to ensure everything works […]

How to restructure a Call Center?

How to restructure a call center? We might think we're doing things right when we see positive statistics resulting from the tools implemented to measure brand reputation, figures that are maintained over time. This gives us a sense of peace of mind, as we assume that things are being done […]

History of the Call Center: from the first automotive company

It all started at an automotive company. You'd think call centers were innovations in customer service created just over 10 years ago, but the reality is that this telemarketing activity has been part of marketing strategies since the 1960s. In the […]

Types of Clients in Call Centers

Types of Customers in a Call Center It's not only important for the Call Center agent to know the product/service like the back of their hand: its features, pros and cons, its equivalent compared to the competition, and its added value so they can meet the customer's needs. It's also important to […]

The smile, the company's letter of introduction over the phone

The smile, a company's letter of introduction over the phone "A man without a smile doesn't open a store." Chinese proverb When we have a face-to-face conversation with one or more people, it becomes easy to identify the emotions that each phrase generates, since we can observe their facial expressions, which may be accompanied by […]

Technology, an ally in this pandemic

Technology, an ally in this pandemic. Nearing the end of 50 days of mandatory quarantine in Colombia, people have had to comply with the measures imposed by the National Government with the sole purpose of safeguarding the health of citizens and avoiding mass contagion of Covid-19, which has significantly affected the […]

Shirley Jackson: The African-American woman who invented caller ID

Shirley Jackson, the African-American woman who invented caller ID and call waiting. In March, International Women's Day, we want to recognize the great work done by Dr. Shirley Ann Jackson, who invented caller ID and call waiting. […]

Does my company need a call center?

Does my company need a call center? Telephone customer service. How do I know if my company needs a call center? Call centers aren't exclusive to large companies with thousands or millions of users. Many companies of all sizes may need a call center. Currently, there are different alternatives, such as outsourcing services […]