Francis Cyriac

How to Transform Contact Centers into Customer Engagement Centers

Traditionally, among the customer-facing functions, contact centers have always been viewed as a part of doing business, never as a priority – that honor always went to the Marketing and Sales teams. Many do not even know that originally contact centers were started ‘as a means to cut costs and consolidate aspects of operations’. It …

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Tips to Overcome Hurdles Faced by Contact Centers while Deploying Social Media

Social media is a valuable customer support channel. It can be seamlessly integrated as part of a multichannel customer support strategy. It is one of the best channels to provide proactive customer service and thereby, exceed customer expectations. However, a contact center that is considering adopting social media to provide customer service will have to …

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Facebook Messenger – A Primary Communication Channel in Contact Centers

  The rise of omnichannel communication and marketing has changed the contact center and customer service industry for good. A number of studies have shown that there is a steady decline in call volume in most contact centers around the world with customers showing more inclination for self-help tools, instant messaging, email, and web-based services. …

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Turret – One of the Most Baffling Jargons Used In Call Centers

Jargons are special words or terms, which are used in a set context. It is well understood by those who fit into the context and can be confusing to those who do not. In a social conversation, excessive use of jargons makes the user come across as ignorant (if it is used incorrectly or out …

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Calling Line Identity Localization and How it can be Used to Increase Contact Rates

  Calling Line Identity (CLI) is a phone service available in digital and analog phone systems. It is available in many of the VoIP (Voice over Internet Protocol) applications as well. The service transmits the telephone number of the caller to the call-receiving party’s telephone equipment when the call is being set up or during …

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3 Factors to Consider Other Than Cost Before Moving Contact Centers to Cloud

  Although cost efficiency could be one of the primary reasons for moving your contact center to the cloud i.e. adopting cloud-based applications, it is certainly not the only benefit that you would derive by doing so. A lot of experts and members of a company management take a short term, myopic view as a …

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The One Technology that you Definitely Need for your Cloud Contact Center

These days, it is an accepted fact that a cloud-based infrastructure is one of the rapidly growing areas as far as the contact center industry is concerned. In fact, it is estimated that this figure has almost doubled between 2013 and 2015. Now, that would tantamount the percentage of call centers reaching to about 18% …

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How Interaction Analytics Improve Contact Center Productivity?

It is proven that analytics is one of the most powerful and versatile innovations that have proved to be a blessing for contact centers. At present, interaction analytics is a strong tool used by the managers and supervisors in a contact center for increasing agent productivity, increasing collections operations and sales revenues. Contact centers also …

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Queuing Theory and Erlang Distribution Explained from a Call Center Perspective

Queuing is a widely used concept that is an integral part of inbound contact centers. An ACD or Automatic Call Distributor is used by the call centers for distribution of incoming calls to particular agents or resources, ACD can hold the incoming calls in FIFO (Fast In First Out) sequence until an agent is free …

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