Evaluating a Predictive Dialer

A Predictive Dialer is a Contact Center Solution, which automatically dials the phone numbers available in pre-uploaded contact list and connects live callers to an available Call Center Agent. With the help of a sophisticated algorithm and statistical data, Predictive Dialer is able to identify the calling patterns, predict availability of agents and accordingly dial […]

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Challenges of a Contact Center Handling Multi-channel Customer Interactions

There was a time when firms knew their customers by their first names and handling customer interactions was as routine as checking inventory. There was one-to-one customer service and that was the only known way of interacting with a customer. Today, the situation has evolved with the emergence of multiple channels of interaction. While multiple […]

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Trending Technologies that are Disrupting Customer Services

Many smart service providers are increasingly making use of technology to steer their customer service in the right direction. With rapid expansion into digital space and revolutionary IT applications, several businesses have streamlined their processes using contact center software and new age AI technology. From the time that customers endured the IVR to the template […]

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OmniChannel World – A Seamless Approach to Customer Experience

Introduction Digital revolution has ushered a new era, which has, shattered established norms and made the world a strange place. The world’s largest taxi company owns no cars; the biggest media company owns no content; the most valuable retailer owns no inventory and the most popular provider of hotel rooms owns no real estate. Uber, […]

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Integrate email and chat in your inbound call center for better efficiency

It’s a proven fact that companies that have focused on after sales service don’t have to adapt business process reengineering strategies to maintain a break-even in the years to come. Most of the companies with software, electronics, computer by products, gadgets etc. as their main products need to stay in touch with their customers because […]

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Why Redundancy, Scalability And High Availability Are Essential For Your Contact Center?

Did you know that outages massively affect even huge companies like Skype? You may not have the customer base of Skype, but you surely know how disastrous downtime can be to your revenue. Studies show that in almost every country, 7 out of 10 customers end business relationships due to poor customer services. To ensure […]

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All You Need to Know About Contact Center Wallboard

What is a Contact Center Wallboard? A contact center wallboard is a visual communication tool used to display real-time information related to contact center performance. In a contact center, a wallboard can be used to display timely data related to ticketing systems, ERP, Web content etc. You can display data in text, images, video or […]

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Why companies should look at setting up email based contact centers?

History teaches us that change is inevitable and the one who changes with change is successful. Similarly, those who are able to follow the upcoming technical trends remain the leader for longer time irrespective of which domain it is! Resolving the clients’ issues to the core can retain them for your business to flourish to […]

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How intelligent inbound routing in a Call Center Software helps callers reach the right agent

We have been extensively hearing the phrase “Customer is the king” in the past decade. This emphasis has driven the rise of call centers catering to multiple needs of customers with appropriate solutions. On the other hand, long queues on customer care have also tested customers’ patience levels. To reduce tedious efforts of consumers to […]

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How Email & Social Media Are Becoming The Preferred Channels Of Communication For Customer Service?

Customer service is a much-valued department for every organization. Business firms across the world are increasingly using social media to reach out to their customers. Social media channels, like Facebook, Google Plus, and Pinterest have penetrated deep into the lifestyle of the masses throughout the world. The business leaders keep monitoring the social presence of […]

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