Contact center, customer service and CX blog

Cuando una operación de atención al cliente empieza a fallar, el AHT es casi siempre lo primero que alguien mira. Y casi siempre lo miran mal. El Tiempo Medio de Atención, o AHT por su sigla en inglés (Average Handle Time), es la métrica más citada en cualquier contact center

In 2026, almost any company can buy technology, but the real challenge lies in how to build a virtual agent that yes resolved. The question ceased to be if you have one.. This article is not a manifesto. It is the methodology that we apply in ISCX to build virtual agents on SophIA, the

All the projects of AI conversational in contact center shared an uncomfortable question: did this actually saves me money, or just makes me look modern? The question is legitimate. And the honest answer is that it depends. But "it depends" is not a guide. That's why we wrote this guide to calculate the

In 2025, the 88% of contact centers in the world are already using some kind of artificial intelligence. But here is the detail: only 25% has a truly integrated into their operations (Calabrio, 2025). Why the gap? The reason is that the majority of contact centers see the

The market of software for contact centers in Latin america is on the boil. USD 4,357.6 million in 2025, with annual growth of 22.6%. If you are a leader of operations, director of CX or technology manager in a medium-sized company or large, you don't have time to lose. But choosing a platform

In a call center that grows, the quality tends to become an uncomfortable subject. When the volume rises, symptoms appear repeated: answers inconsistent between agents, promises different on each channel, closures “in a hurry” to lower AHT, climb to the backoffice without minimal evidence, and returning clients for the same reason. In this

In many operations, the volume of the call center is treated as if it were a natural phenomenon: go up because “there are more customers”, because “there was a campaign,” because “the market is difficult.” Sometimes it is true. But Innovative Solutions CX observed a rather frequent pattern: a large part of the volume is not a demand

When a company evaluates modernize your call center tends to put the focus on channels, automation and metrics experience. And it makes sense: these are changes quickly, and promise to impact. But there is a point that defines whether that modernization will be sustainable or if it will end in a “patch” caro: security and

A company may invest in channels, scripts, and training, and still feel that the attention is not “off”. It responds quickly, but the customer returns; treated with kindness, but the case is locked; open tickets, but no one knows in what state they are in. In most of these scenarios

In many projects of attention, the conversation starts like: “we need to omnicanalidad”. And, in a few days, it appears the long list: CRM, helpdesk, WhatsApp, telephone, e-commerce, billing, BI, bots, surveys, recordings, analytical. The risk is obvious: try to integrate everything at once, you can convert an improvement of Customer Experience (CX)