In today’s fast-paced digital era, businesses are required to keep up with ever-increasing customer expectations. Customers now demand fast responses, personalized service, and seamless interactions at any time. To meet these expectations, many companies are turning to AI chatbot technology as an automation solution capable of delivering real-time, highly accurate …

Customer satisfaction is a top priority for many businesses, especially in today’s highly competitive digital era. One of the key tools for building strong relationships and maintaining customer loyalty is a call center that is ready to assist customers with various needs, from answering general inquiries to handling more complex …

In today’s fast-paced modern business world, speed and efficiency in serving customers are key to remaining competitive. WhatsApp, one of the most popular communication platforms globally with billions of active users, has become an essential channel for businesses to interact directly and responsively with customers. One increasingly adopted technology by …

According to data from Forrester, companies that focus on improving customer experience can generate higher revenue compared to those that do not prioritize it. High-quality products and competitive prices may attract new customers, but it is a positive customer experience that keeps them loyal. In fact, 8 out of 10 …

In the increasingly complex world of customer service, contact center data plays a vital role in enhancing operational efficiency and maintaining the quality of customer interactions. This data encompasses various information, ranging from customer interaction history and agent performance to customer satisfaction metrics. With effective data management, contact centers can …

In an increasingly competitive business environment, maintaining customer loyalty is one of the biggest challenges for companies. Loyal customers not only continue to return to shop but also recommend the business to others, helping to increase brand visibility and drive business growth. In this context, customer service is a key …

In the fast-paced digital era, effective communication with customers has become more crucial than ever. Many businesses are now leveraging technology to streamline and accelerate communication, one of which is through robocalls. Robocalls are automated calls that use technology to deliver voice messages to customers quickly and efficiently. This method …

Many companies rush to implement the latest technological initiatives or hastily gather customer data to enhance their contact center services. However, sometimes less is more. Check out these common misconceptions in the contact center industry! Myth #1: Customer Experience is All About Speed Many companies believe speed is everything when …

In today’s fast-paced digital era, customers are constantly seeking the easiest and quickest ways to interact with companies. Speech-to-Text technology offers an innovative solution by converting voice into text, enabling customers to communicate effortlessly without the need for lengthy typing. Especially in the Contact Center industry, this technology greatly benefits …

In the fast-paced world of business, customer service is a crucial factor that can influence customer satisfaction and loyalty. However, many companies face challenges in providing quick, personalized, and responsive services. One modern solution widely used today is the AI Chatbot WhatsApp. With this technology, companies can offer automated services …

In a rapidly changing business world, Customer Relationship Management (CRM) has become a vital tool for building and maintaining strong relationships with customers. As we approach 2025, advancements in technology and shifts in consumer behavior are bringing several significant trends that will shape the future of CRM.In this article, KPSG …

In the effort to enhance customer experience, conducting regular customer surveys is an important step that should not be overlooked. As part of the Customer Experience as a Service (CXaaS) framework, these surveys provide valuable insights into customer satisfaction and areas that need improvement. In this article, KPSG will discuss …