Elin Gunnarsson

5 benefits of having an ACD

Imagine a busy day at work. The calls are pouring in and agents are trying to receive and handle all incoming calls and then forward them to other departments or escalate urgent matters to technicians. There are many calls in line and for each call received, it takes time to figure out where the call … Continued

3 trends that have grown strong in customer engagement

It’s time we talked more about customer engagement. Entrepreneurs have, since time immemorial, talked about transactions. Customer service was something that simply should exist, by everyone doing their job as well as possible. It was not so long ago that entrepreneurs actually started to invest energy and money in restructuring their companies to improve customer … Continued