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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Transform your Contact Center with Omni Channel Customer Engagement

Modern day contact centers are increasingly transforming themselves into a radical, dynamic and proactive information base that drives customer engagement. The current buzzword is building omnichannel customer engagement to facilitate better communication, customer retention and delivering superior service. Organizations today are recognizing the critical role of driving customer experiences and winning customer loyalty. Here are […]

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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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Five essentials features of a robust Outbound Call Centre Software

Call centres are probably one of the toughest environments to work in with a constant challenge of irate customers and agent attrition. Dealing with frustrated customers, strict schedules and sky-high expectations don’t make things any easier! In fact, working in an outbound call centre is a much trickier proposition than an inbound one. While customers […]

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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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Connect More Collect More with Advanced Debt Collection Software

Taking a loan has become quite a cakewalk since the past several years with banks, NBFCs and even insurance companies lining up with offers and several types of loans to cover different needs of customers. But have we spared a thought about debt collection? Without successful debt collection, as an organization you would be unable […]

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Why Call Recording is essential for Stock Broking Companies

Stock trading is a very fast paced environment where brokers are communicating with multiple customers simultaneously and executing the orders. A slight delay can lead to price fluctuation and loss for the customers. Understandably, whenever you deal with people’s money there are lot of compliance directives and related disputes. Recently, SEBI the governing body for […]

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Call Center in Insurance Industry

Insurance sector has come a long way in our country; starting from basic life insurance in the early years to insuring body parts now, the industry is addressing various challenges that comes across a human life. Millions of people are using different products like life insurance, motor insurance, medical insurance etc. Yet the penetration in […]

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