Self Service IVR and its role in Customer Service

The advent of technology has simplified human life to an extent where you don’t even need to have a conversation with someone to get your job done. Few simple instructions and that’s it! You get it all. Wondering how? Numerous companies offering diverse products and services get connected with their customers through customer care centers […]

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Important Metrics to Measure Up your Contact Center’s Performance

A contact center is a business’s backbone that facilitates first level interaction between the company and a customer. Being on the frontline, contact centers have to brave through many challenges that accompany customer service. In fact, many studies suggest that customer service affects brand loyalty considerably. A contact center isn’t just about answering customer calls, […]

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Flight Information Display System (FIDS) – A vital requirement of airports

What is the first thing a commuter does when he walks into an airport? The answer is, look for electronic displays which informs him about the flight number, departure gate, check-in desk number, etc. Every information that the commuter needs is available on these displays and are updated on the real-time basis; making it supremely […]

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Amalgamate Social Media with Contact Center for Social CRM

In the age of information, fast communication is a necessity in any kind of business. The internet has emerged as the most powerful vehicle of communication in the digitized age. From voice chats to videos and emails, quicker communication strategies have eliminated the constraints of distance and time, making communication paths simplified. The last decade […]

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How hold time can be reduced for customers in a call center using a robust call center software

According to a recent study an average customer will spend around 1.2 years of his life on hold; waiting to speak to a customer service representative. 34% of the customers hang up before being connected and those who are able to reach an agent after a long wait are frustrated, disengaged and less accommodating. Various […]

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Common software related Call Center Management Problems – Learn how to fix them

Modern world thrives on digital information; increasingly fast changing technology is reshaping the way human race approaches their day-to-day lives. Digital revolution has forced the business ecosystem to adapt and deliver the services on real-time basis to remain relevant and competitive. Lot of investment has ensured that sales and marketing divisions of organization are better […]

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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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