Sentiment-Analysis-Call-Center-1

Sentiment Analysis : Key To Empathetic Customer Service

Sentiment-Analysis-Call-Center-1 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 manner and deliver empathetic service. ...
WhaysApp-for-Business

WhatsApp for Business: Is it a Game Changer?

WhaysApp-for-Business

Unless you have been stuck in a hole in a remote part of the planet, you must have heard about a birdie named “WhatsApp for Business”. After acquiring the instant messaging provider in 2014 for a whopping price of $19 billion, Facebook has finally found a way to make some money from it. After providing it for free, Facebook has launched WhatsApp for Business APIs for which the business will have to pay.

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Customer-Engagement-Platform

5 Signs You Should Invest In Customer Engagement Platform

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 to another if their superior service needs are not met quickly and effectively.

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4-reasons-predictive-dialers-are-key-to-sales-acceleration

Quick Checklist to Select the Right Predictive Dialer

4-reasons-predictive-dialers-are-key-to-sales-acceleration

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 dialer platforms flooding the industry and with so many call center dialers, it becomes difficult for businesses to choose the right predictive dialer that  completely fits their requirement.

Different predictive dialers serve different business use cases, and in this post we are going to take a look at what a Predictive Dialer is, and what to look for while selecting the one for your contact center. ...

Banking-Contact-Center

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

Banking Contact Center 

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, and giving access of customer account information to agents is no less than opening a Pandora’s Box as it comes with its own share of pros and cons. 

So following our discussion, we thought to put together the various questions and scenarios related to empowering agents with the right data and how it can be done in a compliant manner to improve the contact center productivity.

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live-chat-software

Why Live chat? Benefits of Live Chat Software

live-chat-software-1

With the evolution of technology, the customers’ expectations of service and support have increased tremendously. Now, offering support over a phone call or email does not suffice. Businesses need something more. But, what could that be? Well, the answer is, a Live Chat Software. Some might feel that live chat is not very effective and setting it up might be complex process. But they cannot be more wrong.

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customer-relationship-management-crm

Becoming Customer Centric – CRM Software for Business Success

customer-relationship-management-crm

In a world where the customer is the center of business philosophy, people have changed their notions and now they demand a more personalized and self-centered service. This has led to a change in the way businesses work. They have to now put their utmost efforts in making customers feel special and satisfied. Nowadays, businesses can only be successful if they keep on innovating and changing their strategy around customer requirements.

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customer-interaction-management-CIM

Why Your Business Needs A Customer Interaction Management Software?

customer interaction management (CIM)

Customer experience thought leader, Shep Hyken has very accurately said, “Recognize that every interaction you have is an opportunity to make a positive impact on others.” This quote mirrors the underlying business requirement to have seamless customer-focused interactions at each stage of a buyer’s journey. Customer interaction management (CIM) is simply defined as the process an organization follows to handle all the interactions with its customers. ...