The calldesk blog

Emmanuel Macron hammered it out last night: we're at war. Drastically reducing the number of social contacts is the only way to slow the spread of the current pandemic and give our health care system time to adapt. Even as the volume of ... Read More

Does your company want to automate simple customer service calls, and are you planning to launch a voice agent project? To ensure the success of this initiative, agile support based on strong customer relationship expertise is necessary.This article explains... Read More

Companies invest 10 billion dollars per year in their customer relationships. Yet only one in 10 customers is satisfied with customer services. How can this discrepancy be explained?[... Read More

As companies increasingly invest in user satisfaction and increasing their NPS, contact centres and teleoperators often maintain a negative image, especially among dissatisfied users.Why? Because in addition to their initial bad experience i... Read More

While the vast majority of contact centres are equipped with an IVR, these systems generate dissatisfaction among more than 80% of callers. Considered too complex, too rigid or too directive, DTMF IVRs persist despite everything, for lack of a viable alternative. However, recent advances ... Read More