What is a CRM System? CRM (Customer Relationship Management) systems are technological tools that help companies manage interactions with current and potential customers by organizing […]
Digital Transformation
Choosing the Right Integration Architecture: How We Reduced the Cost per Call from $0.25 to $0.002 — And What We Learned from It
When building a cloud-based integration layer, selecting the right technologies — aligned with business needs and investment capacity — is crucial to sustaining operations. In […]
Artificial Intelligence Is Ready to Transform Healthcare — This Time for Real
Since the 1980s (and even earlier), the idea of using computers to support medical diagnosis has been discussed. In fact, expert systems like MYCIN (from […]
Supplies: Strategic Connections with ESG, Risk Management, and Digital Transformation
1. Introduction Global supply chains have become complex and interdependent. With the rise in economic, climatic, and political uncertainties, these chains are increasingly exposed to […]
AI and Robots: Progress for All or a Future for the Few?
The use of AI and robots to enhance human capabilities can be extremely beneficial to humanity. When these technologies are applied with the goal of […]
Agential AI: Concept, Applications, Benefits, and Trends
Introduction Artificial Intelligence (AI) has been evolving rapidly, driving transformations across various sectors such as healthcare, security, financial services, and manufacturing. Within this context, Agential […]
Efficiency Levers to Optimize Digital Contact Centers
To enhance the performance of digital contact centers (WhatsApp, Web Chat, Email, Social Media, etc.), companies must optimize operations on multiple fronts. Below is a […]
Productivity KPIs in a Digital Contact Center
Productivity KPIs in a digital contact center measure the effectiveness of agents and systems in efficiently handling customer interactions while achieving business objectives. These KPIs […]
Performance Indicators (KPIs) in Digital Contact Centers: Measuring Efficiency and Quality in Customer Service
Performance Indicators (KPIs) are essential tools for measuring the efficiency and effectiveness of a contact center, especially in a digital environment where multiple channels are […]
Digital Contact Center: Evolution and Operational Model
A Digital Contact Center is an evolution of the traditional call center, designed to interact with customers through various digital channels such as WhatsApp, Web […]