The Interactive Voice Response (IVR) system is an automated telephone system technology. This helps the customer resolve questions through pre-recorded answers, without the need for an agent. Knowing what IVR is allows the user to use digits or voice recognition to have their call transferred to the operators. Its implementation has revolutionized customer service, since it grants autonomy to the user and relieves the work of agents.

Digitalization has revolutionized practically all aspects of life. And the health sector is no exception. This article will explore how specialized digital health solutions are transforming the way companies operate in the BPO and Contact Center space.

Omnichannel has become a key strategy to offer an exceptional experience to customers. It goes beyond simply integrating multiple communication channels. It involves providing a consistent experience across all touch points between the company and the user.

Clearly understanding the importance of business process automation is essential for a company to remain competitive in a globalized, as well as constantly evolving, market. Even more so, when digitalization and automation have become crucial in today’s business environment; especially for organizations dedicated to BPO (Business Process Outsourcing) and Contact Center services.

The Net Promoter Score (NPS) is a widely used metric to measure customer satisfaction and loyalty towards a company, product or service. At the same time, it is a valuable tool that allows companies dedicated to BPO and Contact Center to evaluate the probability that their clients will recommend their products or services to other people.

To optimize business productivity, it is important to implement strategies and use tools that maximize the efficiency and performance of processes. In this article, we will show what are some measures that can help improve productivity.