The latest trends and hot topics about Customer Experience, Technology, and Business
personalized-customer-service-increase-customer-trust
Magdalena Horváth
Magdalena Horváth
7 min read

Reading Time: 7 minutesThere is a hot ongoing debate nowadays about customer journey and experience personalization. You might have heard different arguments supporting or undermining the idea of hyper-personalization of today’s customer-business relationship. One thing is for sure, the customer care industry is rapidly growing and personalized customer service has started to become an important part of it.

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webrtc-revolutionizing-call-center-industry
Dora Rapcsak
Dora Rapcsak
in Technology
4 min read

Reading Time: 4 minutesThere’s no doubt that ever-more sophisticated new technologies are shaping the world around us, turning seemingly impossible ideas into reality. While a few years ago many groundbreaking concepts – such as video chat, Wi-Fi routers, and 4G technology – seemed impossible, today they are part of our everyday lives.

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mistakes-hurt-your-first-call-resolution
Dora Rapcsak
Dora Rapcsak
in Business
3 min read

Reading Time: 3 minutesOne of the most important metrics a call center can measure is its first call resolution rate, which shows whether or not a customer’s need is properly addressed for the first time by the customer service team. First call resolution (FCR) is the main indicator of customer satisfaction, which as we all know, is the backbone of any successful call center.

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overcome-language-barriers-in-the-call-center
Dora Rapcsak
Dora Rapcsak
in Call Center Life
3 min read

Reading Time: 3 minutesAs multilingual customer service departments are on the rise, call center agents often find themselves experiencing language barriers with customers during phone conversations. Language barriers may be based on agents and customers speaking different languages, and can also result from differences in regional dialects and accents, and bad phone connections.

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gdpr-telesales-cold-calling-permitted
Dora Rapcsak
Dora Rapcsak
in Business
5 min read

Reading Time: 5 minutesOn May 25 this year, the General Data Protection Regulation (GDPR) came into force. After a two-year preparation period, it’s now official: organizations need to ensure that the way they store and process data complies with the new rules outlined by GDPR.

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call-center-workforce-management
Dora Rapcsak
Dora Rapcsak
in Call Center Life
3 min read

Reading Time: 3 minutesIf you want to run a successfully operating call center, efficiency is vital. Just ask any call center manager what’s their most important mission when it comes to managing the call center, and chances are they’ll tell you: it’s increasing efficiency.

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