Paula Hartmann

Play Hard, Work Hard

Playing games at work can be an excellent business strategy. This are the results shown from applying game dynamics on daily contact center operations. Call Center customer-company relationships starts with one of the most important pieces of this process, call

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Paula Hartmann

Towards Better Customer Experience

After receiving our recognition in “Great User Experience” from Finance Online, we have decided to explain how we have achieved it and why this concept plays such an important role when optimizing the performance of any Contact Center. User Experience

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Paula Hartmann

Stop Alt Tabbing

The call center technology is full of innovative solutions for a variety of challenges, from ensuring that call centers are running efficiently to more effectively using company data to gain insights into agent performance. Study after study shows that happy,

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Paula Hartmann

Predictive VS Power Dialer

Before wondering which dialer you should use, you should understand the different dialers there are and how they work. A dialer automates the process of dialing to an external contact number so that contact center agents are freed from manually

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Paula Hartmann

Bye Plugins, Hello Web RTC!

Web RTC (Real Time Communications) is the new trend in web application technology. Why? It is an open code software that enables real-time communication in the browsers without plug-ins and other requirements. This powerful cutting-edge technology is highly disruptive and

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Paula Hartmann

Social Media in your Contact Center

Social Media active users have grown 13% since last year, and it is estimated to keep growing. A tweet or an instant Facebook Message can have more value than a simple phone call to a business. So, why do some

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Paula Hartmann

GPDR In Your Contact Center

It is vital for businesses to understand what GDPR is and implies, as it is a regulation in EU law on data protection and privacy for all individuals within the European Union and the European Economic Area. This means that

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