Coaching Call Center Agents

How to Prepare For Coaching Call Centre Agents: 10 Tips for Managers

Call centers have become an essential support system to telecom, e-commerce, banking, insurance and many other businesses. Many large multinationals are outsourcing call centre services to countries where there are abundant skilled resources ready to work for much lesser rates. While every business thrives towards cost-control in all aspects, quality is something none of them …

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Tips to Improve Messaging Communications for Better Customer Service

Messaging apps have become an integral part of customer communication for brands and is one of the best mediums to offer a more personalized experience, improve customer reach and optimize sales experiences. However, building an effective customer communication through messaging is not an easy task and customer service agents need to struggle a lot as …

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5 Dubious Myths About Customer Experience Debunked

There’s a famous quote from Joseph Camphell which goes –  “Myths are public dreams and dreams are private myths.” But why are we talking about myths and dreams? This is supposed to be a blog on customer experience and around customer service. Isn’t it? Yes. This is exactly what I aim to cover in this …

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Contact Center Wallboard – Enhancing Performance With A Touch of Technology

In a contact center, it is very important that your workforce works upto the mark of perfection without being lethargic or with diminished spirits. A contact center wallboard does exactly the same by giving you, as a manager, a bird’s eye view to proactively manage customer demands and agent’s performance.

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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