Day: June 22, 2016

5 Ways to Improve Call Quality Monitoring Practices

Call quality monitoring just does not involve doing a quality check of the daily recorded calls handled by your call center agents. It is a much complicated process which is imperative for your business’s growth. Call quality monitoring takes into account actual facts and figures. It includes carefully tabulating the dos and the don’ts and …

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Making the move from Multichannel to Omnichannel Contact Center

Mr. Henry was ordering food with the help of a food delivery app, but got stuck due to an error while making payment. Eventually his money was received by the app but the order was not confirmed. He thought to interact with the customer support agent using the live chat feature, but the option was …

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How to Optimize Your 140-Character Tweets for Customer Support

  If you haven’t spend 30 minutes trying to contact a call center, let me tell you this, you are one in a million. There are times when you even had to wait for several days for getting a reply to an email that you had written to an online store’s customer service department for checking …

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Top Contact Center Analysts and Leading Thinkers on Social Media

The customer care and support industry is going through quite a transformation. In this decade, we have seen a number of disruptive technologies that have changed how contact center managers and leaders work. These innovations have not only galvanized the industry but also improved user experience and convenience. Gone are the days of linear telemarketing …

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