Capacity sizing in WFM: what is the most effective process?

What are the pros and cons of the most commonly used sizing processes...

What are the pros and cons of the most...

June 28, 2021

Specialized agents or multi-skill agents? A WFM dilemma

Defining the type of distribution in the contact center is a dilemma faced...

Defining the type of distribution in the contact center...

June 24, 2021

How to get your WhatsApp Business API

Which companies can apply to get their WhatsApp Business API? And what are...

Which companies can apply to get their WhatsApp Business...

April 21, 2021

Information analysis in the WFM process

How important is analytics in the Workforce Management process? Do contact centers give...

How important is analytics in the Workforce Management process?...

March 22, 2021

How to build an effective IVR in the digital age

¿Cómo dar una buena experiencia a los clientes digitales a través del IVR?...

¿Cómo dar una buena experiencia a los clientes digitales...

September 09, 2020

Teleworking, an option to prevent the spread of coronavirus in contact centers

En muchos países las empresas están enviando a sus empleados a trabajar desde...

En muchos países las empresas están enviando a sus...

March 12, 2020

“Dumb Chatbots”: how RTI bots can help you automate care

El mundo de los bots es enorme, y hay algunas opciones que no...

El mundo de los bots es enorme, y hay...

October 29, 2019

Email Marketing: an email can change the relationship with your customers

El buen uso de Email Marketing puede llevar a otro nivel la relación...

El buen uso de Email Marketing puede llevar a...

August 28, 2019

How to provide the best customer service with WhatsApp

WhatsApp is the communication channel par excellence for users, and is increasingly used...

WhatsApp is the communication channel par excellence for users,...

February 11, 2019

4 steps to implement an IVR

In general, the concept of an interactive voice response system is known and...

In general, the concept of an interactive voice response...

March 16, 2018