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 […]

Be the First to comment. Read More

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 […]

Be the First to comment. Read More

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 […]

Be the First to comment. Read More

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 […]

Be the First to comment. Read More

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 […]

Be the First to comment. Read More

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 […]

Be the First to comment. Read More

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, […]

Be the First to comment. Read More

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 […]

Be the First to comment. Read More

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 […]

Be the First to comment. Read More

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 […]

Be the First to comment. Read More