Day: August 3, 2016

Importance of Co-Browsing In Customer Service

Collaborative browsing or co-browsing allows two or more people to browse various web pages together. It has a high level of involvement in the customer service sector. A contact center agent can access the web browser on the customer or caller’s digital device and guide them to perform a particular action. It improves customer experience …

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5 Biggest Customer Service Failures that will Cost your Business

The cost associated with several customer service failures is much more than a commoner can fathom, and we are not exaggerating even an infinitesimal amount. According to studies, poor customer service results in an estimated $83 billion loss by US based companies every year, due to defection and abandoned purchases. Yes, it is a staggering …

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How To Reduce Agent Wrap-Up Time And How Will It Help To Improve ROI?

  One of the best ways to bring down the average handling time of your call center is by reducing the wrap-up times of calls. With proper training and technology, it is achievable and can bring immediate benefits to the call center through cost savings as well as improvement in the performance of agents. Agents …

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