Vocalcom Blog | Tips, Resources, Guides and Articles
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Vocalcom provides unprecedented capabilities, flexibility and business impact in customer experience.
Vocalcom Blog | Tips, Resources, Guides and Articles
4y ago
Vocalcom cloud contact center technology allows Simplify to deploy a single tool standardized across all of its contact center platforms to gain agility, ensure optimal service quality for its customers and the patients, and facilitate remote working for its agents.
Simplify, a service provider for health professionals, has been relying for years on Vocalcom, the global leader in customer experience and cloud contact center solutions, to optimize the inbound call management of its contact centers dedicated to scheduling medical appointments for health establishments.
Specialized in the schedul ..read more
Vocalcom Blog | Tips, Resources, Guides and Articles
4y ago
The merit of new technologies is not that it replaces employees but empowers them with tools to make them more productive, more creative, more comfortable – and, paradoxically, more empathetic. In other words, technology can make us more “human”. The necessary acceleration of contact centers’ digitalization will bring to the fore the crucial value of the human touch.
The value of Human-to-Human (H2H) interaction
Digitalization is quickly sweeping through contact centers. The benefits, for both agents and customers, are numerous and include, notably, a 24/7 support, an omnichannel relationship ..read more
Vocalcom Blog | Tips, Resources, Guides and Articles
4y ago
The use of emerging technologies such as automation and AI to manage customer experience will be key to improve significantly contact centers’ efficiency and reduce costs. They will also allow the contact center to switch from a reactive to a proactive and predictive model, dramatically enhancing the agent and client experience and broadening the range of services offered.
COVID-19, accelerating the industry’s digitalization
Across all industries, the coronavirus pandemic has forced businesses to increase their online presence to ensure business continuity and maintain a good customer experie ..read more
Vocalcom Blog | Tips, Resources, Guides and Articles
4y ago
The COVID-19 pandemic strongly accelerated the remote working trend. To operate the switch, offering intuitive and efficient digital tools for the contact centers workforce is crucial. Finding new ways to engage, train and manage agents is key: a staggering 74% of call center agents are at risk of burnout (Toister Solutions).
The new paradigm of Work
An increasing number of employees seek alternative ways to do their job: 74% of the US workforce would be willing to quit a position for one that offers remote work (Zapier.com). The COVID-19 pandemic accelerated this existing trend: while the cr ..read more
Vocalcom Blog | Tips, Resources, Guides and Articles
4y ago
Cloud has been crucial to maintain business continuity and facilitate remote working during the COVID-19 health crisis. The businesses that had already transitioned to this new environment are reaping the benefits. Those who haven’t are learning, at their expense, that Cloud is not just a ‘nice to have’ but is an essential tool for survival today – and tomorrow.
COVID-19: reinforcing the case for the shift to Cloud
Before the pandemic even started to disrupt business, the contact center industry was already widely migrating to Cloud. Gartner’s 2019 Magic Quadrant report anticipated that, by 2 ..read more
Vocalcom Blog | Tips, Resources, Guides and Articles
4y ago
As the current COVID-19 pandemic continues to impact businesses across the world, many retailers have been forced to rethink their customer service practices. As retail stores close and contact center staff are no longer able to work on site, many companies must find innovative and flexible ways to meet increased customer service demand while protecting the health of their employees.
Beter Bed chooses Vocalcom Salesforce Edition Cloud Contact Center Solution
Dutch retailer Beter Bed sells mattresses and bedroom furniture through multiple subsidiaries, operating more than 100+ stores across the ..read more
Vocalcom Blog | Tips, Resources, Guides and Articles
4y ago
The COVID-19 crisis has impacted the way in which every company manages its daily activities to guarantee the best customer service, under conditions which have evolved very quickly due to the confinement imposed upon the inhabitants of numerous countries. Companies in charge of essential tasks are particularly affected and must deploy flexible solutions in order to ensure continuity of services while guaranteeing the health of their staff.
Essential tasks requiring flawless continued activity
Such is the case for ENGIE Solutions Industries, Business Unit of ENGIE Solutions which employs 50&nb ..read more
Vocalcom Blog | Tips, Resources, Guides and Articles
4y ago
In light of the current COVID-19 pandemic, countless companies are being forced to adjust their practices so as to protect employee health without disrupting normal business operations. While face-to-face agencies are closing, contact centers are vulnerable at this time, and companies must find swift solutions for ensuring business continuity without jeopardizing their staff.
A historical partnership between SABESP and Vocalcom
Brazilian water and sanitation service company SABESP serves more than 9.5 million customers in the São Paulo region. Their contact centers are comprised of 600 agents ..read more
Vocalcom Blog | Tips, Resources, Guides and Articles
4y ago
The COVID-19 pandemic is disrupting the way many businesses function. Companies that rely on their contact centers for the continuity of business operations are no exception—indeed, they risk collapse if no remote solution is found that protects employee health while ensuring productivity. In the retail sector, contact centers are vital not only to customer assistance but to internal back office support for their retail locations.
Successfully migrating 120 agents to a remote model using voice and WhatsApp channels
In light of the growing pandemic, Frávega recognized the immediate need to move ..read more
Vocalcom Blog | Tips, Resources, Guides and Articles
4y ago
As the COVID-19 crisis settles in everywhere in the world, companies are confronted by new challenges with regard to maintaining their business operations while preserving the health of their staff.
This is the case in the insurance industry, in which contact centers are important facilities established for handling customer service and optimizing the customer experience. In this context, companies must organize themselves quickly in order to maintain their operations.
The Generali insurance group thus wished to protect its staff by fostering remote work access for everyone following the annou ..read more