Essential Components of a Customer Friendly IVR
Self Service is the one of the greatest tool for customer service yet a lot many customers hate speaking to an IVR! A majority of them wouldn’t want to get in touch with you at all if they know they will be greeted by the IVR. In fact, many of them think that it provides […]
Handle all admission related inquiries efficiently with an intelligent unified call center software
One of the key event in everyone’s life is admissions; it is of paramount importance that every applicant is provided adequate time and information to make the choice, which will shape his career in the years to come. 21st century applicants and parents are well informed and do a thorough research before making a choice. […]
Role & Benefits of Live Chat in a Contact Center
With increasingly evolving technology, we are witnessing rising customer expectations across all industries. In order to stay updated with the present day customers, contact centers need to up their game of enhancing customer interactions. One such feature is ‘Live Chat’ that is fast replacing conventional channels of communication. While you know customers are browsing through […]
How government and other social agencies can reach out to people for political campaigns, social campaigns, for surveys or for any other scheme
Use of call center technology by corporate world or business communities is an established fact. It has helped business community to effectively reach out to customers and shape positive brand perception. Organizations are able to communicate with the customers, get feedback on their product and services thereby using the information gathered to define the roadmap […]
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 […]
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, […]
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 […]
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 […]
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 […]
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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