Day: June 14, 2016

WebRTC- The New Technological Force in Cloud Contact Center Solutions

WebRTC is one of the best digital disruptive technologies around. The best feature of this communication interface is that it integrates the advantages of siloed communication channels used by a business at its various touch points and offers seamless connectivity. WebRTC has been around from the beginning of this new decade and it is a …

WebRTC- The New Technological Force in Cloud Contact Center Solutions Read More »

Why Call Tracking is Gaining Spotlight in Contact Centers

We have heard a lot about call centers focusing on key performance metrics as a part of their daily operational activities. However, effective performance measurement is not just essential to the success of an organization but also shows the authenticity of a well designed strategy. There are many ways to measure the KPI of call …

Why Call Tracking is Gaining Spotlight in Contact Centers Read More »

Why Configurable Business Flows is the Best Way Forward for Startups

American professional skydiver Jeb Corliss famously remarked once that – “my time on this world is limited, but the things I can do with that time are not’. Startups and small businesses almost live life on the edge. They don’t possess the luxury that established businesses have. Therefore, ‘time’ is one such luxury which startups …

Why Configurable Business Flows is the Best Way Forward for Startups Read More »

Messaging as a Mainstream Customer Support Channel in Contact Centers

With falling margins of profit, spiraling costs and falling volumes of inbound telephone calls, contact centers are gasping for fresh air. A reason being cited is the reluctance of customers, especially the millennials, to engage with customer service agents on the telephone. However, does it mean people have stopped looking for service or assistance? The …

Messaging as a Mainstream Customer Support Channel in Contact Centers Read More »

Rise of the Chatbots and the Future of Customer Service

  Ever since Facebook expanded access to its Messenger in April’16 by giving businesses the ability to reach customers through APIs, “Chatbots” have been the buzzword in  developer communities across the globe. The tech world is all agog these days about chatbots. Chatbots are automated computer programs that simulate online conversations with people to answer …

Rise of the Chatbots and the Future of Customer Service Read More »

Importance of Recognizing Customer Loyalty for Startups [Infographic]

Getting customers can be difficult for businesses but to keep them coming back is even harder. The reason behind the downfall of many startups is that they don’t know how to keep the customers. Just offering good customer service is not enough in today’s competitive world, businesses should focus on providing great customer experiences to …

Importance of Recognizing Customer Loyalty for Startups [Infographic] Read More »