Day: August 17, 2016

3 Best Practices while Moving your Business to the Cloud

In today’s fiercely competitive customer service business, cost and resilience are two factors that stand out as the ones that decide the fate of a contact center. After the worst financial recession of the 21st century shook the world, a number of contact centers moved to the cloud on a pilot basis to reduce costs. …

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Your Guide to Interactive Voice Response (IVR) 101

Phone rings (Tring tring, tring tring, tring tring…) A voice: Hello! Welcome to abc company. We are happy to help you! To speak to an agent press 1, to know the status of your query press 2, to lodge a complaint press 3, to return to the main menu press * Customer (Presses 1) and …

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5 Videos that show Omnichannel is Rejigging Shopping Forever

Shopping has traversed a long road – from traditional brick and mortar retail, to door to door marketing, and finally the superiority of e-commerce. Nevertheless, shopping as we know it is witnessing another substantial change, with the emergence of Omnichannel customer experience. With the proliferation of multiple channels of interaction like mobile, social media, chat, …

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The Blended Universal Queue System in a Contact Center

With a plethora of point of contacts available to the typical customer in reaching out to various businesses, it is becoming increasingly arduous for the latter to handle the diversity effectively. There are several ways in which a customer can contact you, such as web chats, calls, and so on to address their concerns. In …

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