Archivos mensuales: marzo 2017

APECCO realizará Taller de Valoración de Puestos de Trabajo


La Asociación Peruana de Centros de Contacto inicia su tradicional ciclo de formación anual. El primer taller tratará sobre la Valoración de Puestos de Trabajo. Se llevará a cabo el 19 de abril en el horario de 9 a 17 horas.

El mismo será coordinado por la especialista Jiza Zárate, quién a lo largo de la jornada compartirá con los asistentes todo lo referido a la temática de valoración de puestos de trabajo, su metodología, importancia y estrategias a aplicar.

Objetivos del Taller: Conocer el proceso de Valoración de Puestos de Trabajo y las metodologías diversas para su implementación; comprendiendo la importancia e impacto en la organización, así como sus usos, estrategias, beneficios, desafíos y mejores prácticas.

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The contact centre in 2017


People love lists, and it seems the contact centre industry is no exception. The dawn of 2017 saw it tabulating topics and issues expected to be important in the year ahead.

US web site CCW Digital, which claims to be the most significant community, resource hub and advisory for customer management practice, call centre and customer experience professionals,” had a list of Eight Things Contact Centre Leaders Must Do In 2017 , as follows.

Establish an EP3 Experience  –  (EP3 being shorthand for effortless, personalised, predictive, and proactive experience)  –  Reward Customer Centricity  –  Optimize the Agent Experience  –  Humanize Technology  –  Integrate & Unify Contact Channels  –  Earn Every Seat at the Table  –  Value Scalability and Versatility  –  Leverage Data.

Embrace next-generation agent development. Train based on the voice of the customer. Don’t just think about service. 

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Frost & Sullivan Recognizes Atento with the Contact Center Outsourcing Services Market Leadership Award in Mexico


Atento S.A. (NYSE ATTO), the leading provider of customer relationship management and business process outsourcing services (CRM/BPO) in Latin America, and one of the three top providers worldwide, has been recognized by Frost & Sullivan with the Award for Market Leadership in the Contact Center Outsourcing Services in Mexico.

According to Frost & Sullivan, Atento Mexico “Excels in providing an end-to-end digital services platform that delivers outstanding customer experiences while driving customer operations at digital speed. Whereas a cornerstone of Atento’s success is its strategic commitment to people, its transformational growth strategy and its performance management model which have proven unique in Mexico”.

The consultancy firm also recognizes the strength of the Atento brand, and the company’s ability to work in direct collaboration with businesses to develop solutions that combine a multichannel platform, leading-edge technology, analytical capacities, and vertical specialization by industry to offer the best customer experience on the market.

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