Transforming Customer Experience in Paraguay: A Conversation with Raquel Dentice, Director of Evoltis Paraguay

In an era marked by innovation and digital transformation, customer experience (CX) has become a strategic priority for businesses worldwide. ALOIC had the privilege of speaking with a visionary leader in this field, Raquel Dentice, Director of Evoltis Paraguay and a proponent of organizational development and excellence in customer service. With an impressive career that includes roles such as Director at the Club de Ejecutivos del Paraguay and President of the Paraguayan Association of Contact Centers & BPO, Raquel shares her insights on the current state of the industry, future challenges, and the vital role of the alliance with ALOIC in strengthening the Contact Centers and CX sector in Latin America. Join us on this revealing journey to the heart of customer experience in Paraguay, where innovation, commitment, and collaboration intertwine to create a more promising future for all.

To begin with, what does your organization do, and what are the main actions or projects it undertakes in the field of customer interaction and customer experience (CX)?

Evoltis Paraguay specializes in training and consulting services to strengthen organizational development. We implement innovation programs, customer experience, digital transformation, organizational well-being, and change management, tailored to each company's needs. This year, we highlighted our participation in the first CX Innovation Day and the 13th edition of the Customer Experience & Innovation Congress, key events for positioning Paraguay as a service export hub. We also held the third edition of the CEOS Meeting, an exclusive space for leaders in Paraguay, where challenges, innovation, and experiences in organizational development were discussed. Additionally, we awarded the eighth edition of the CX Innovation Awards, recognizing companies with innovative processes in customer interaction, and we inaugurated the first Contact Center School in conjunction with the Ministry of Labor and the SNPP.

Tell us about the motivations to be part of ALOIC. What drove you to foster this alliance?

The alliance with ALOIC allows us to strategically position Paraguay in the field of contact centers and service export. We value the exchange of best practices and collaboration during the pandemic, which helped us quickly adapt to the necessary measures and consider the contact center and BPO sector as essential services. This alliance has been crucial for advancing our agenda with the government, understanding global trends, and seizing opportunities in Latin America and beyond. Participating in ALOIC allows us to exchange knowledge, technologies, and strengthen our position in regional awards, promoting excellence and sustained growth.

What is the current state of the industry and the sector in Paraguay?

Paraguay faces the challenge of establishing trade agreements to strengthen its position as a provider of contact center services, especially to Brazil, given its capacity in Portuguese. We are working with the government to improve the country's competitiveness and attractiveness. Paraguay already exports services to various Latin American and European countries and experiences sustained growth that makes it attractive to investors. We continue to focus on human talent development and professional training, including the implementation of the first contact center school and collaborations to improve education and job readiness.

From your experience and trajectory in the industry, what do you consider to be the most significant challenges that the Contact Centers and CX industry will face in the near future?

One of the most significant challenges is professionalization and adaptation to the growing use of artificial intelligence and bots. It is crucial to improve our skills to provide superior human service, focused on listening, interpreting, and clearly understanding customers' needs. Continuous training is vital to maintaining a service quality that meets ever-higher customer expectations. Additionally, it is essential to understand how to integrate technology as an ally to deliver memorable experiences.

In your opinion, how can ALOIC help organizations and professionals address and overcome these future challenges in the Contact Centers and CX industry in Latin America?

ALOIC can be a valuable platform offering keys and trends about the global evolution of the sector, facilitating the socialization of knowledge and best practices. It should promote collaboration among companies and leaders, putting them in relevance and sharing learnings. This will not only improve the visibility and transcendence of professionals in the customer experience and contact centers industry but will also promote a culture of continuous improvement and adaptation in the face of future challenges.