Category: Call Center Software

Call recording & monitoring is essential for consistent customer service in your call center

Call recording and monitoring is a very common practice for the contact centers. But do you wonder why it is done and how it can be used for consistent customer service? Before figuring out the need and the use lets first understand this essential feature.   What is call recording? Call recording is the process […]

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Why Contact Centers Need to Integrate Social Media With Their Call Center Software for Seamless Customer Experience

Contact Centers need to integrate social media

It is impossible to deny the role social media plays in today’s business scenario. Although still considered as mainly a B2C marketing and communication channel, social media can also be effectively used to build business strategy and a unique customer service tool if appropriately used. There have been studies that show many customers prefer social […]

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Outbound Calling Software can help Banks with Positive Business Outcomes

While banks struggle with the increasing inflow of customer queries, customers are becoming increasingly aware about their expectations in terms of service and resolution. An omni channel platform is what is needed to address customer communication and provide best possible service. Digital transformation of every industry including Banking was inevitable! Providing the omnichannel experience with […]

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NBFC’s can Acquire New Customers & Retain Existing Ones with the Help of Right Technology

Any business can thrive only when there are customers to drive that growth. Irrespective of the industry, organizations all across are embracing new and upcoming technology to stay relevant amidst competition. NBFCs are no different! Non-banking financial institutions are adopting business models to facilitate and launch personalized products to attract potential leads and increasing their […]

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How To Choose Best Call Center Software Solution For Business

How To Choose Best Call Center Software Solution For Business

A call center is a facility which is equipped to handle the customer interactions for an organisation. These interactions are broadly termed as inbound & outbound interactions. The channels which are used in these interactions  are voice and the digital mediums e.g.  email, website chats and social media. These interactions are handled using an automation […]

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What is a pacing ratio & how it can increase productivity of a contact center?

In an outbound call center, the calls are dialled using different dialling modes e.g. Progressive, Click to dial & Predictive mode. Each dialling mode is preferred as per the process requirements in a contact center.  Most of the good call center software technology providers will have the provision of all these modes in their outbound […]

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Integrate Digital Channels with Voice Channel for Providing Seamless Customer Experience

For every successful business, a seamless customer support desk is a priority. Modes of communication in the digitized business environment have evolved rapidly. Business firms, too, are integrating digital channels for voice support to enhance their customer experience. Business firms interact with their customers through various platforms and this is not limited solely through voice […]

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Five Ways to Reduce Call Abandon Rates in your Call Center

Okay, so your contact center has been in business for long and you have the best agents who are meticulous and sharp in their work. Still, you have that one persistent issue that hampers the efficacy levels of your work environment which is – call abandonment. How can you counter this problem? Before we seek […]

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An Intelligent ACD System Enhances Contact Center’s Performance

An Intelligent ACD System Enhances Contact Center’s Performance Many a time we witness contact centers struggling to keep up with customer call inflow which leads to failure in responding on time and ultimately brings dissatisfied customers. On the other hand, customers are facing a hard time reaching the right agent to resolve an emergency issue. IVR […]

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Call Center Software Trends to Watch Out for in 2019

Every year we see technology evolving a notch higher to bridge the gap between customers and organizations in many ways. The year 2018 witnessed the rise of machine learning and AI that redefined customer service and success. The present day tech enabled contact centers thrive on new trends and  contact center software that drive better […]

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