Javier Limones Entries

Complex routing/decisions made simple. Can your CCaaS do this?

It is my impression that the Contact Center industry indoctrinates customers to simply not expect that  complex scenarios can or should be managed by CCaaS products because their platforms lack the foundation and flexibility needed to run modern Contact Centers.As I...

Scheduled Callbacks or The Art of Increasing Customer Satisfaction

Agent: Hi, may I speak with John Doe? I am calling on behalf of your car dealer to inform you that we found the vehicle you were looking for!Customer: Hi! I am super interested in talking to you. Unfortunately, I am in the middle of a meeting. But I have a few minutes...

Is Your Contact Center Ready for Oklahoma Compliance?

NGNCloudComm users already have what they need to be compliant with Oklahoma’s “Mini TCPA” law, HB 3168, that goes into effect the 1st of November 2022First the disclaimer, I am not a lawyer and do not provide any legal advice. Grupo NGN is not a law firm and does not...

Total Experience

Last week we introduced the concept of Total Experience (TX) as a means to achieve excellent Customer Experience (CX). This is the first entry in a new series in which we are going to delve into the concept of Total Experience (TX). We welcome comments and dialog...