Juvaria Khan

omnichannel-contact-center

How To Design Smooth Customer Journey With Omnichannel Contact Center

Delivering impressive customer service is better said than done, yet organizations are leaving no stone unturned to provide a memorable customer experience by smoothening the customer journey for each individual. One bad experience can have a far-reaching impact on the brand image and hence, organizations cannot afford to compromise on service delivery.  Providing seamless customer …

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Virtual-Call-Center

How a Virtual Call Center Can Help to Scale Your Business

A big business starts small, but the key lies in thinking big and scaling fast. Scaling business is easier said than done. Small businesses providing customer support through a call center faces multiple challenges while scaling operations. Implementing a virtual call center can save equipment and installation costs, along with lower attrition rate that tends …

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Call-Center-Quality-Assurance

What, Why and How of Call Center Quality Assurance

How well you handle the  customer interactions across your contact center holds the key to business success. Customers have increasing expectations from the businesses when it comes to resolving their issues. Quick and effective customer service is the aim of all the business but upholding call center quality assurance every time a customer engages with …

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Help desk customization

Personalize Your Ticketing System With Easy Help Desk Customization

Customizing help desk software gives your customer support portal the look and feel of your brand and defines tailor-made workflows to extend the ease of operations. Different aspects of your helpdesk ticketing system can be personalized to ensure better user interface and support functionality. But the important question that arises here is how easily and …

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Sentiment Analysis : Key To Empathetic Customer Service

Good brands understand their customers, but ideal brands understand the sentiments of their customers. They take care of customers’ needs by identifying how they feel about their products and services. To meet the rising customer expectations, real-time insights about customer sentiments can come handy for service agents to engage with them in a highly personalized …

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How Customer Service Strategy Can Boost Customer Engagement

If you have smart, hard-working and enthusiastic agents and lack a well-defined service strategy, but still hope to deliver pleasing customer experience then let me tell you, your business is heading nowhere. Because “Hope” is definitely not a strategy! Intelligence, hard work, energy, and creativity are just the ingredients to deliver a good customer experience, …

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5 Signs You Should Invest In Customer Engagement Platform

The latest research by Salesforce states that 75% of people now expect a consistent experience wherever they engage with brands either through social media, mobile, or even in person. This clearly upholds that customer engagement is extremely complex and crucial in the current market scenario, where customers are highly flexible in shifting from one brand …

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Quick Checklist to Select the Right Predictive Dialer

Predictive Dialers have revolutionized the way contact centers perform outbound calling campaigns. With the predictive dialers, manual and tiring process in call centers is now fully automated and efficient. Predictive dialer technology has enabled contact centers to witness exemplary growth in sales, profits, agent productivity, and customer satisfaction. This led to an array of predictive …

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Why And How To Empower Customer Service Agents In Banking Contact Centers

  We recently had an interesting discussion with a Customer Service Head of one of the leading banks in Africa, about how banking experience can be improved by empowering customer service agents with the right access to the backend applications for resolving customer queries efficiently. In banking contact centers compliance regulations are of utmost priority, …

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