The importance of integrating WhatsApp chat into your website

The Importance of Integrating WhatsApp Chat into Your Website In the digital age, instant communication has become a basic consumer expectation. Companies looking to stand out and offer an exceptional customer experience should consider tools that facilitate this type of communication. One of the most […]

Role of Supervisors in a Contact Center

The Fundamental Role of Supervisors in a Contact Center: Leading the Way to Customer Service Excellence In the dynamic and demanding world of a contact center, supervisors play a crucial role that goes beyond simple operational management. These leaders are responsible for guiding, motivating, and […]

PBX telephony: The backbone of business communications

PBX Telephony: The Backbone of Business Communications In today's business world, effective communication is a key factor for success. Companies need to stay efficiently connected, both internally and with their customers and business partners. In this context, PBX (Private Branch Exchange) telephony has emerged as a […]

iKono Chat: The Chat Solution to Connect with Your Customers

iKono Chat: The Chat Solution to Connect with Your Customers In today's world, where effective communication is key to the success of any business, the right tools can make a huge difference. iKono Chat is an innovative messaging solution that promises to revolutionize the way businesses connect with their customers.

Moments of Truth in the Customer Journey: How to Identify Them

Moments of Truth in the Customer Journey: How to Identify Them? Moments of truth can turn potentially positive experiences into negative ones, and vice versa. This is why knowing and understanding moments of truth requires a thorough understanding of the customer journey. Before starting, we must understand what a customer journey is: What […]

Contact Center: How to Take Care of Your Service Agents?

Contact Center: How to take care of your service agents? First, let's start by explaining what a Contact Center is. It's a facility from which interactions between a company or organization and its customers, patients, contacts, suppliers, collaborators, etc., are managed. These centers handle various channels […]

Customer experience and its trends

Customer Experience and Its Trends Customer experience within a company can be a significant factor, whether positive or negative. Companies' investment in customer experience is increasing, as experts recognize the importance of […]

How to create the best chatbot for your business?

How to create the best chatbot for your business? A few years ago, taking care of customer phone calls was vital for businesses. Developing new ways to streamline customer service processes supported by an IVR (Internet of Things) and providing a response to customers without having to reach a live agent was crucial.

Best practices for a Contact Center

Best Practices for a Contact Center: Customer service aims to bring companies closer to their customers, not only through the services or products they offer, but also through a genuine interest in their needs and pain points. This process involves various […]

What is an IVR and what are the benefits of implementing it?

What is an IVR and what are the benefits of implementing one? An IVR (Interactive Voice Response) refers to a customer service system that uses voice menus, which can be customized and run in real time during a call. This allows […]